Description
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
We are seeking a Technical Account Manager (TAM) to join DigiCert’s growing global team and support our most strategic, high-value enterprise customers.
As a Technical Account Manager at DigiCert, you will serve as a trusted technical advisor and primary point of contact for customers enrolled in Premium Support. You will deliver a proactive, high-touch support experience by combining deep technical expertise with strong customer advocacy. Acting as a Subject Matter Expert (SME) across DigiCert products and services, you will lead issue management, guide best practices, and partner closely with internal teams to ensure optimal customer outcomes.
This role is central to DigiCert’s mission of delivering a world-class customer experience, minimizing customer risk and downtime, and maximizing the value customers realize from our solutions.
What you will do
Technical Support And Guidance
- 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.
Customer Relationship Management
- 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. Product Expertise with all DigiCert One Products
- 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. Account Management and Growth:
- 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.
What you will have
Education
- Bachelor’s degree in business, information technology, or a related field (or equivalent experience) is strongly preferred.
Experience
- 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.
Account Management
- 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.
Technical Expertise
- 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.
Communication And Problem-Solving
- Excellent interpersonal and organizational skills to manage multiple accounts effectively.
- Strong problem-solving skills to address technical challenges and provide timely resolutions.
Soft Skills
- 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. Additional language proficiency is a plus.
Nice to have
- Industry certifications like Microsoft, AWS, etc.
Benefits
- Competitive compensation and 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 24/7confidential 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
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