Product Support Engineer (US based)

1 week, 4 days ago
Full-time
Senior
Cybersecurity
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

Description

  • Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and followed up on in a timely manner.
  • Use fault isolation and root cause analysis to diagnose and resolve complex technical issues.
  • Reproduce customer issues and qualify critical issues.
  • Publish technical support bulletins and user documentation in the knowledge base.
  • Work closely with Development, Sales, and Quality Assurance to improve the customer experience.
  • Review user documentation for training materials, technical marketing collateral, manuals, and problem-solving guides.
  • Provide on-call support 24x7 on an as-needed basis.
  • Help deploy, implement, upgrade, and optimize the Fortanix platform.

Requirements

  • 5+ years of related hands-on experience working in a support organization.
  • Strong technical experience with Linux, Kubernetes, Docker, Python, or other scripting languages.
  • Familiarity with HSM and KMS in the cloud, such as AWS CloudHSM, AWS KMS, Google KMS, Azure KeyVault, or IBM KeyProtect.
  • Understanding of HSM and crypto interfaces such as PKCS#11, CAPI, CNG, and JCE.
  • Understanding of KMS interfaces such as KMIP and REST API.
  • Experience with HSM from another company is a plus.
  • Ability to work in a highly fast-paced, rapid-growth environment.
  • Strong collaboration, written, and communication skills.

Benefits

  • Competitive salary of $70,000 - $120,000 per year.
  • Amazing equity and potential additional bonus or commission compensation.
  • Unlimited PTO.
  • 40 hours of Volunteer Time Off per year.
  • Internet stipend.
  • 401(k) retirement savings plan.
  • Medical, dental, vision, and life insurance, plus wellness programs.
  • Short-term and long-term disability coverage and paid holidays.

Interested in this position?

Apply directly on the company website

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