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Product Support Engineer (US based)

39 minutes ago
United States
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
Cybersecurity Docker Encryption Kubernetes Linux Python REST API
Apply Now
Fortanix

Fortanix

Fortanix specializes in modernizing data security for multi-cloud environments by providing solutions that secure data at rest, in motion, or during use, ensuring protection for sensitive applications and data across various platforms, including on-pre...

IT Services
251-1K
Founded 2016
$203M raised
View All Jobs 3

Description

  • Provide post-sales technical support, configuration assistance, troubleshooting, and best-practice guidance through phone, email, and web channels.
  • Manage support cases from initial recording and tracking through resolution and customer follow-up.
  • Diagnose complex technical issues using fault isolation and root-cause analysis.
  • Reproduce customer issues and qualify critical problems for escalation.
  • Publish technical support bulletins and user documentation in the knowledge base.
  • Collaborate with Development, Sales, and Quality Assurance teams to deliver a positive customer experience.
  • Review user documentation, training materials, technical marketing collateral, manuals, and troubleshooting guides.
  • Provide on-call support 24/7 as needed.

Requirements

  • 5–12 years of hands-on experience in a technical support organization.
  • Strong technical experience with Linux, Kubernetes, Docker, Python, or other scripting languages.
  • Familiarity with cloud HSM and KMS services, such as AWS CloudHSM, AWS KMS, Google KMS, Azure Key Vault, or IBM Key Protect.
  • Understanding of HSM cryptographic interfaces, including PKCS#11, CAPI, CNG, and JCE.
  • Experience with an HSM from another provider is preferred.
  • Understanding of KMS interfaces, including KMIP and REST APIs.
  • Ability to work effectively in a fast-paced, rapidly growing environment.
  • Strong collaboration, written communication, and verbal communication skills.

Benefits

  • $70,000–$120,000 annual base salary, with potential bonus, equity, or commission compensation.
  • Medical, dental, vision, life insurance, disability, retirement savings, wellness program, and paid holidays.
  • Unlimited paid time off.
  • 40 hours of volunteer time off per year.
  • Internet stipend.
  • 401(k) plan.
  • Collaborative and inclusive work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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