Technical Support Analyst - DigiCert

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

We are looking for a Technical Support Analyst to join our Technical Support team in Melbourne, Australia. As a Technical Support Analyst, you will be the first point of contact for customers, helping them resolve technical issues while delivering an exceptional customer experience. You will troubleshoot a wide range of PKI, TLS/SSL, certificate lifecycle, and digital trust solutions, working closely with Technical Support Engineers, Product Management, Engineering, Customer Success, and other cross-functional teams to drive successful customer outcomes.

This role provides an excellent opportunity to develop expertise in Internet security technologies, Public Key Infrastructure (PKI), certificate management, and DigiCert products while building a rewarding career in cybersecurity. Our Technical Support team is passionate about technology, collaborative by nature, and committed to delivering outstanding customer experiences.

What you will do

• Deliver exceptional customer service by resolving technical issues and ensuring a positive customer experience.
• Troubleshoot customer issues related to DigiCert products using systematic diagnostic techniques and available tools.
• Own customer cases from initial contact through resolution, providing timely updates throughout the support lifecycle.
• Escalate complex issues to Technical Support Engineers while providing troubleshooting details, relevant logs, and diagnostic data.
• Collaborate with Engineering, Product Management, Customer Success, Sales, and other internal teams to resolve customer issues and improve products.
• Communicate with customers via support cases, phone, and chat.
• Meet established service level agreements (SLAs) and key performance indicators (KPIs), including response time, resolution time, ticket quality, and customer satisfaction.
• Contribute to the Knowledge Base by following Knowledge-Centered Service (KCS) principles and documenting new solutions.
• Accurately document customer interactions, troubleshooting steps, and resolutions in our CRM system.
• Stay current with Stay current with DigiCert products, cybersecurity trends, and evolving Internet security technologies.
• Participate in technical training, knowledge-sharing initiatives, and continuous learning opportunities.

What you will have