Technical Account Manager (AMS)

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. This role supports our US customer base and therefore requires working PST business hours.

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.</sp