Technical Account Manager at DigiCert

Job 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 24/7 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 To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered. DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply. Compensation Transparency: The annualized base salary range for this position is outlined below. Each candidate’s compensation offer will be determined based on factors including experience, skills, qualifications, job duties, business needs, and location. For roles that include additional compensation components, total compensation may include base pay, bonus, equity, or other incentives. This role may also be eligible for benefits, which will be discussed during the hiring process. We are committed to fair and transparent pay practices and comply with all applicable pay transparency requirements. If you would like more information about compensation or benefits, we are happy to provide additional details during the hiring process. For more information regarding our comprehensive benefits, see the benefits section. Base Salary $65,000 — $75,000 USD

Requirements

Must-haves

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
3+ years of dedicated customer support, account management, or client success experience in a technical or service-related field.

Nice-to-haves

Bachelor’s degree in business, information technology, or a related field (or equivalent experience) is strongly preferred.
Fluency in English with excellent verbal and written communication skills. Additional language proficiency is a plus.
Industry certifications like Microsoft, AWS, etc.

Application prep

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Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave

Wellness

Professional Development