Technical Support Analyst (German Speaker)

About the role

DigiCert is looking for a Technical Support Analyst who is fluent in German to join its Technical Support team in Cape Town. The analyst will be the primary point of contact for customers, collaborating with product, engineering and marketing teams to resolve issues, drive improvements and set customers up for success. This is a hybrid position.

Key responsibilities

• Deliver world‑class customer service to resolve concerns and retain customers.
• Build long‑term relationships with external clients to ensure loyalty.
• Partner with technical support engineers to resolve reported issues.
• Engage with customers via tickets, email, phone and chat.
• Handle inbound emails/calls and conduct outbound follow‑ups during scheduled hours.
• Meet productivity targets such as tickets processed, response time and time to close.
• Contribute to self‑help resources using Knowledge‑Centred Support (KCS) principles.
• Document accurate issue details in the CRM tool.
• Stay up‑to‑date with DigiCert’s SSL certificate products.

Required profile

• Professional working proficiency in German (essential).
• At least 1 year of technical support or IT client‑interfacing experience.
• Qualification in Computer Science, Information Systems or Information Technology.
• Basic understanding of Internet principles, terminology and functionality.
• Basic knowledge of networking protocols, devices, web servers and VPN.

Required skills

• Understanding of PKI, SSL, code signing, HTML, DNS, S/MIME, SMTP and networking protocols.
• Familiarity with UNIX script commands and website/web‑server administration.
• Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other server administration.
• Relevant certifications such as CISSP, MCSE or CCNA (advantageous).

What we offer

• Competitive compensation and comprehensive benefits package.
• Generous paid time off, including holidays and additional leave options.
• Family‑friendly leave policies, including maternity, paternity and other supportive programs.
• Health and wellness support, medical cover, gym reimbursements and mental‑well‑being resources.
• Pension, life insurance and income protection benefits (location dependent).
• Employee Assistance Program with 24/7 confidential support.
• Education assistance, professional development opportunities and access to LinkedIn Learning.
• Employee referral bonus, company perks and discounts.
• Business travel insurance and global employee support programs.