Note: The job is a remote job and is open to candidates in USA. DigiCert is a global leader in intelligent trust, protecting digital interactions through its AI-powered DigiCert ONE platform and security solutions. The Technical Account Manager will serve as a trusted technical advisor and primary contact for strategic enterprise customers, providing proactive support, troubleshooting, product guidance, and account management. The role focuses on minimizing customer risk and downtime while maximizing the value customers receive from DigiCert solutions.
Responsibilities
- Facilitate timely solutions for technical support problems, ensuring minimal disruption and productivity loss
- Collaborate with internal technical teams to proactively monitor and manage customer issues
- Troubleshoot and resolve technical problems with a strong understanding of DigiCert PKI/Digital Security products, including SSL/TLS, S/MIME, and Certificate Lifecycle Management (CLM)
- Adhere to support metrics, including SLAs, response times, and resolution times, while meeting and exceeding customer expectations
- Provide Premier-quality account management to assigned customers, ensuring they fully receive the benefits of the Premier Support program
- Act as the primary point of contact, delivering advanced troubleshooting and maintaining strategic relationships
- Build trust by providing consistency, accountability, and visibility tailored to the customer’s business and product needs
- Conduct periodic business reviews to discuss technical health, actionable insights, and personalized assessments
- Provide product training and technical advice to clients, ensuring they are empowered to use DigiCert solutions effectively
- Maintain expertise in DigiCert product suite and related technologies, including Microsoft, Cisco, AWS, Citrix, Linux, Apache, RedHat, F5, DNS Products and Windows operating systems
- Demonstrate strong knowledge of networking concepts (TCP/IP, DNS, SMTP, SSH, SSL) and information security products (antivirus, spam filters, email encryption, etc.)
- Leverage deep technical skills to proactively manage key events and prevent disruptions for customers
- Manage customer relationships to ensure satisfaction, retention, and long-term success
- Identify opportunities by analyzing customer needs and usage trends
- Act as a trusted advisor by providing personalized, data-driven insights and technical health reviews to achieve customer objectives
- Advocate for customers by providing feedback to DigiCert engineering and product teams based on customer insights
- Other duties as assigned and related to the nature of this role and company initiatives
Skills
- 3+ years of dedicated customer support, account management, or client success experience in a technical or service-related field
- Proven ability to work effectively in team environments and manage cross-functional communication
- Experience in the security industry or with technical support products is a strong asset
- Proven ability to build and nurture long-term customer relationships
- Experience in enterprise account management or a similar customer-facing role
- Experience conducting business reviews and delivering customer-centric solutions
- Familiarity with enterprise-grade technical environments, including Microsoft products, AWS, Cisco, Java, Load Balancers, Proxy's, Python etc
- Strong experience and understanding of Rest API and Json
- Strong Understanding of PKI/Digital Security products
- Strong understanding of network topology's
- Expertise in operating systems (Linux, Apache, RedHat, Windows, Ubuntu) and networking concepts (TCP/IP, DNS, SMTP, etc.)
- Hands-on experience troubleshooting server-level and security product issues
- Excellent interpersonal and organizational skills to manage multiple accounts effectively
- Strong problem-solving skills to address technical challenges and provide timely resolutions
- Ability to work collaboratively in a team environment and adapt to flexible schedules
- Strong relationship-building, problem-solving, and customer service skills
- Ability to manage multiple accounts and prioritize tasks effectively
- Analytical mindset with a proactive approach to identifying and solving issues
- Willingness to adjust working hours based on customer needs and business demands
- Fluency in English with excellent verbal and written communication skills
- Industry certifications like Microsoft, AWS, etc
- Bachelor's degree in business, information technology, or a related field (or equivalent experience) is strongly preferred
- Additional language proficiency is a plus
Benefits
- Comprehensive health, dental, and vision coverage
- Retirement savings programs with company matching (401(k) or RRSP)
- Generous paid time off, including holidays, and vacation
- Paid parental leave and family support benefits
- Life and disability coverage
- Flexible spending and health savings options (where applicable)
- Health and wellness support, including gym reimbursement and wellness programs
- Employee Assistance Program with 24/7 confidential support for employees and families
- Education assistance and professional development opportunities
- Access to LinkedIn Learning and continuous learning resources
- Employee referral bonus program and additional company perks and discounts
- Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
- Business travel insurance and global employee support programs
Company Overview
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