Senior Technical Support Engineer

at  DigiCert

WHO WE ARE

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.

• 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
• Mentor peers