Full job descriptionOur client is a globally recognised technology organisation specialising in digital identity, PKI solutions and IoT security. They are seeking a technically capable Technical Support Agent to join their established support team.
This is an excellent opportunity for an experienced technical support professional who enjoys troubleshooting complex issues, mentoring colleagues and delivering exceptional customer service. The organisation offers a collaborative culture, flexible hybrid working and the chance to work with cutting-edge technologies in a specialist technical environment.
The RoleAs a Technical Support Agent, you will act as a key technical contact for customers, providing support through phone, email and live chat. You will investigate and resolve technical issues relating to digital certificates, PKI infrastructure and IoT technologies while supporting both customers and junior team members.
This is not an entry-level support role. The successful candidate will bring strong technical knowledge and experience, enabling them to act as an escalation point within the team and contribute to the ongoing development of less experienced colleagues.
Key Responsibilities• Provide technical support to customers via phone, email and live chat.
• Troubleshoot and resolve issues relating to digital certificates and PKI environments.
• Support customers across a range of IoT technologies and related protocols.
• Investigate complex technical queries and provide effective solutions.
• Act as an escalation point for less experienced team members.
• Coach and mentor trainee support agents, sharing technical knowledge and best practice.
• Maintain accurate customer records and technical documentation.
• Collaborate with internal teams to deliver a consistently high level of customer service.
Skills & Experience Required • Previous experience within a technical support position.
• Strong knowledge of X.509 certificates and PKI infrastructure.
• Understanding of IoT technologies and associated protocols.
• Software engineering or software testing experience would be advantageous.
• Proven experience mentoring, coaching or supporting junior colleagues.
Benefits• Hybrid working arrangement, mostly remote!
• Opportunity to work with industry-leading security and identity technologies.
• Ongoing professional development and career progression opportunities.
• Supportive and collaborative team environment.
How to ApplyIf you have the relevant experience and would like to discuss this opportunity further, please apply online today.