Product Support Engineer

Who you are

• The ideal candidate will be comfortable interacting with customers at all levels, working with our engineering teams and driving technical work streams
• Hands-on 5 to 12 years related experience working in a support organization
• Strong technical experience with Linux, Kubernetes, Docker, Python, or other scripting languages - required
• Familiarity with HSM and KMS in the cloud (AWS CloudHSM, AWS KMS, Google KMS, Azure KeyVault, IBM KeyProtect, etc.)
• Understanding of HSM and various crypto interfaces (PKCS#11, CAPI, CNG, JCE, etc.). Experience with HSM from another company is a plus
• Understanding of KMS interfaces (KMIP, REST API, etc.)
• Ability to work in a highly fast paced, rapid growth environment
• Strong collaboration, written and communication skills

What the job involves

• We are seeking a Product Support Engineer who will help deploy, implement, upgrade and optimize the Fortanix platform. This position requires a mixture of excellent project management, problem solving, troubleshooting, analytical and strong technical skills
• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc
• Provide on-call support 24x7 on an as needed basis

Benefits

• Generous Leave: Fortanix offers generous leave packages including competitive PTO, a global recharge day every quarter, paid volunteer time off and paid parental leave
• Insurance: We offer competitive health, dental, and vision plans as well as short-term and long-term disability and life insurance
• Financial: Our financial benefits include Employee Stock Options for every employee
• Flexible Work Options: Hybrid or remote work options depending on location
• Social: Socialize with your co-workers through company-provided lunches and dinners for in-office employees, quarterly beer bashes, weekly happy hours, and other special events