Product Support Engineer (US based)
About The Position
Fortanix is a leader in data-centric cybersecurity for hybrid multicloud environments, utilizing advanced cryptography, encryption, and confidential AI solutions. They focus on data exposure management to protect sensitive information in an increasingly complex digital landscape. Fortanix has received multiple awards and recognition from industry leaders like NVIDIA, Microsoft, and Intel. The company fosters a culture of trust, innovation, and collaboration, and is recognized as a Great Place to Work. They are looking for passionate individuals to help shape the future of data security. This role involves deploying, implementing, upgrading, and optimizing the Fortanix platform. It requires a blend of project management, problem-solving, troubleshooting, analytical, and strong technical skills. The ideal candidate will be comfortable interacting with customers, collaborating with engineering teams, and driving technical work streams.
Requirements
- 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.).
- 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
Nice To Haves
- Experience with HSM from another company is a plus
Responsibilities
- 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
- Unlimited PTO
- 40 hours of Volunteer Time Off/year
- Internet stipend
- Medical
- Dental
- Vision
- Life Insurance
- Retirement Savings
- Wellness Program
- Short-and Long-Term Disability
- Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
