Senior Technical Support Engineer

DigiCertCape Town, Western Cape, South Africa

30+ days ago

Job description

DigiCert Cape Town, Western Cape, South Africa

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DigiCert Cape Town, Western Cape, South Africa

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We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

DigiCert is looking for a detail-oriented, energetic Senior Technical Support Engineer to join our team. The Senior Technical Support Engineer will be responsible for ensuring the quality of our internal and customer-facing Security products for the DigiCert software. The ideal candidate will have a passion for and a commitment to providing customers with world a class support experience.

The Senior Technical Support Engineer will be responsible for providing support via phone and email to DigiCert customers and partners. The applicant must have the ability to troubleshoot complex product issues related to installations, upgrades, network and Active Directory issues.

The Senior Technical Support Engineer will also submit defects and enhancements to improve the Product offerings and interact with Developers and other Software Quality and Corporate Quality personnel. They will perform other Software Quality duties, including assisting with bug verification, manual functional test execution, etc.

What you will do

Project a professional company image through phone, email and screen sharing interactions.
Report proprietary system inconsistencies / bugs
Collaborate with cross-functional teams to resolve issues and provide solutions
Recognize, document and alert supervisors of trends in customer calls
Research through Knowledge Base articles, labs and other means to resolve customer issues
Master internal tools used for timely problem resolution
Contribute to DigiCert Knowledge Base
Participate in a on call rotation
Take Level 2 escalations and Validate issues / bugs within own test environment
Provide internal trainings to peers to increase product knowledge

What you will have

2 year degree in IT, related technical degree, or equivalent work experience

4 years minimum of experience in technical support

Working knowledge of Kubernetes and Docker

Working knowledge of Rest API

Strong problem solving and troubleshooting skills

Working knowledge of PKI certificates

Working knowledge of Unix operating system

Working knowledge of Java and OpenSSL

Strong knowledge of networking topologies

Strong oral, written and interpersonal communication skills

Detailed-oriented with excellent organization skills

Self-motivated, manage your time well, and get things done.

Team oriented and ability to work with people from diverse backgrounds

Excellent knowledge of Microsoft products and other applicable software or applications

Industry-related certificates are a plus (Security +, MSCE), Unix Certifications

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Life Insurance

Disability Insurance

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Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Technology, Information and Internet

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Technical Support Engineer • Cape Town, Western Cape, South Africa