Who we are
DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com
Job summary
DigiCert is looking for a detail-oriented, energetic Technical Support Engineer to join our team. The 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 a world class support experience during the JP time shift.
Based in Melbourne, the Tech Support Engineer will be responsible for providing support via phone and email to DigiCert JP based customers to support the DigiCert One platform.
What you will do
- Support our US Customers on the DigiCert One platform for all certificate lifecycle products via phone and email within support cases
- Project a professional company image through phone and email interactions.
- Work with our Validation teams to process Lawyer Card request
- 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
What you will have
- 2 year degree in IT, related technical degree, or equivalent work experience
- 1 year of experience in technical support
- Strong problem solving skills
- Knowledge of PKI certificates
- Working knowledge of Rest API’s
- Comfortable working on a computer daily and conversing over the phone and through email.
- 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
- Industry related certificates are a plus (Security +, MSCE…)
- The ideal candidate will be fluent in Japanese and English, with strong communication skills and the ability to provide high-quality customer support in a fast-paced environment.
Nice to have
- 2+ years of experience in a technical support role within the tech industry
- Excellent knowledge of Microsoft products and other applicable software or applications
Benefits
- Generous time off policies
- Top shelf benefits
- Education, wellness and lifestyle support
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