Technical Support Analyst

AU, Melbourne · Melbourne · 1+ years experience · Posted Oct 8, 2026

At a glance

DigiCert is seeking a Technical Support Analyst to join the Technical Support team in Melbourne.
The role serves as the primary point of contact for customers, partnering with product, engineering, and marketing teams to resolve issues, drive improvements, and ensure customer success.

Deliver world-class customer service to resolve customer concerns and retain customers.
Build successful long-term relationships with external clients to ensure customer loyalty.
Partner with technical support engineers to resolve issues reported by customers.
Engage with internal and external customers via support tickets, email, phone, and chat.
Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful 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 Centred Support (KCS) principles.
Gather accurate information and document customer issues in our CRM tool.
Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times.

1+ years technical support or IT client interfacing experience.
Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology.
Basic understanding of Internet principles, terminology and functionality.
Basic understanding of networking protocols and devices, web servers and VPN.

Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous).
Familiarity with UNIX script commands, website/web server administration (advantageous).
Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous).
Certifications such as CISSP, MCSE and CCNA (advantageous).
Computer Science, Information Systems or Information Technology qualification - Nice to have.

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 leave programs
Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources
Pension, life insurance, and income protection benefits (location dependent)
Employee Assistance Program with 24/7 confidential support for employees and their 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
Business travel insurance and global employee support programs

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