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. As data breaches become more frequent, Fortanix focuses on data exposure management with a unified platform to address vulnerabilities, defend against threats, and simplify risk assessment. The company has received multiple awards and recognition from industry leaders like NVIDIA, Microsoft, and Intel. Fortanix fosters a culture of trust, innovation, and collaboration, and is recognized as a Great Place to Work. They are seeking a Product Support Engineer to help deploy, implement, upgrade, and optimize the Fortanix platform. This role requires strong project management, problem-solving, troubleshooting, analytical, and technical skills, with the ability to interact with customers and engineering teams.
Requirements
- Hands-on 5+ 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
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
- Medical
- Dental
- Vision
- Life Insurance
- Retirement Savings
- Wellness Program
- Short-and Long-Term Disability
- Holidays
- Unlimited PTO
- 40 hours of Volunteer Time Off/year
- Internet stipend
- 401k
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
