Job Description

Who we are Were a leading, global security authority thats disrupting our own category. Our encryption is trusted by the major ecommerce brands, the worlds largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. Thats digital trust for the real world. Job Summary DigiCert is in the market for a technically savvy and support-minded Systems and Tools Manager to join our Customer Service Enablement team. In this role, you will be the go-to expert for managing and optimizing the systems, tools, and workflows that empower our customer support teams to operate efficiently and deliver exceptional service. Youll partner closely with Support, Authentication, IT and Product teams to maintain and enhance tools, ensuring agents have what they need to deliver exceptional support and that our tech stack scales with the teams evolving needs. DigiCert is the global leader in delivering private and public digital trust solutions. This is a hands-on role ideal for someone who thrives at the intersection of technology and user enablement and enjoys troubleshooting, streamlining, and building better systems. What you will do Administer and configure support platforms (e.g. Salesforce, Jira, Slack integrations, AI tools etc.) and other connected systems Troubleshoot tool-related issues and support the day-to-day needs of the support teams, escalating to vendors or internal teams when needed Configure workflows, triggers, macros, and automations to improve agent productivity Collaborate cross functionally with IT, Product, Engineering and Support teams to scope and implement new tools or system improvements Evaluate new tools and features that could benefit the Support teams, assist in pilot programs and rollouts Monitor tool performance and support reporting needs by maintaining data integrity and structure, proactively identify opportunities for improvement Define, track and interpret key customer service and system performance metrics Maintain internal documentation and knowledgebase systems What you have Tertiary qualification + Salesforce Administrator Certification - strongly preferred Jira Administrator or relevant certification with hands-on experience administering support platforms, or similar tools 4+ years experience in technical support, IT operations, or system admin role, preferably in a SaaS or customer support environment Understanding of workflow logic, automation rules, or API integrations/usage with basic scripting is advantageous Strong troubleshooting and problem-solving skills with a passion for improving systems Comfortable working cross-functionally and communicating with technical and non-technical stakeholders Demonstrated project management experience: Managing several projects concurrently within set timeframes Organized, proactive, and user-centered in your approach to tool management with the ability to juggle multiple requests and working independently in a fast-paced environment Bonus: Familiarity with SQL, scripting or dashboard/reporting tools (e.g. Tableau, Power BI) Benefits Generous time off policies Top shelf benefits Education, wellness and lifestyle support #LI-GA1 __PRESENT __PRESENT __PRESENT __PRESENT