DigiCert · 2 weeks ago
Technical Support Analyst
United States
Full-time
Remote
Entry, Mid Level
2+ years expDigiCert is a leading global security authority focused on digital trust solutions. The Technical Support Analyst will act as the primary point of contact for customers, ensuring excellent service and resolving inquiries related to DigiCert's Security Services products.
Digital MediaSecuritySEOSkill Assessment
Responsibilities
Deliver excellent customer service in order to resolve customer concerns and retain customers
Respond to incoming customer inquiries about Digicert products
Provide superior customer service and build successful long-term relationships with external clients to ensure customer loyalty
You may need to work with technical support engineers to resolve issues reported by customers
You will be communicating via support tickets, email, phone, and chat
Receive inbound customer emails/calls and place outbound follow up emails/calls during scheduled hours, providing an excellent customer experience at all times
Achieve productivity related targets including support tickets processed, average response time, average time to close, etc
Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles
Demonstrate ability to accurately gather information and document customer issues through the CRM tool
Remain fully aware of the availability of all aspects of the SSL certificate products so that every opportunity to meet our customer's needs is taken
Arrive to work on time, have no unauthorized absences, and ensure accurate recording of time-sheet information
Achieve and maintain high levels of customer satisfaction
Qualification
Required
2+ years technical support or IT experience interfacing with external clients
Administrative Knowledge of Microsoft Windows Servers and Apache (OpenSSL)
Linux and other Server administration knowledge
Basic understanding of networking protocols and devices, web servers and VPN
Must display Values (Innovation, Action, Customer driven, and Trust) in actions and work
Possess a positive attitude and outlook
Customer-focused and can demonstrate mastery of customer service skills
Customer-facing experience
Strong problem solving and analytical skills
Ability to multi-task
Quickly adapt to new technology and terminology
Ability to work individually as well as in a team environment
Be proactive, self-directed, detailed and organized
Preferred
BS in Computer Science, related technical degree, or equivalent work experience
Understanding of PKI, SSL, Codesigning, HTML, DNS, S/MIME, SMTP, and networking protocols
Basic understanding of Internet principles, terminology and functionality
Familiarity with UNIX script commands, website/web server administration
Certifications (i.e. CISSP, MCSE, CCNA)
Benefits
Generous time off policies
Top shelf benefits
Education, wellness and lifestyle support
Company
DigiCert
DigiCert is a technology company focused on digital security.
1001-5000 employees
H1B Sponsorship
DigiCert has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (8)
2023 (13)
2022 (10)
2021 (13)
2020 (7)
Funding
Current Stage
Late StageTotal Funding
$9.3MKey Investors
Runway Growth CapitalCrosspoint Capital Partners
2025-10-09Debt Financing· $9.3M
2021-12-14Private Equity
2019-07-10Private Equity
Leadership Team
Amit Sinha
Chief Executive Officer
Jugnu Bhatia
Chief Financial Officer
Recent News
HealthCareIT News
2025-12-03
Company data provided by crunchbase