Product Support Engineer
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Job Description
Product Support Engineer helping Fortanix secure hybrid multicloud data with cryptography and encryption. Providing technical support, troubleshooting, platform implementation, and customer issue resolution.
Responsibilities:
- Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Use fault isolation and root cause analysis to diagnose and address complicated technical issues
- 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 collaborating with Development, Sales, and Quality Assurance
- 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
- Drive technical work streams and interact with customers and engineering teams
Requirements:
- 5 to 12 years of related hands-on experience working in a support organization
- Strong technical experience with Linux, Kubernetes, Docker, Python, or other scripting languages (required)
- Familiarity with cloud HSM and KMS, including AWS CloudHSM, AWS KMS, Google KMS, Azure KeyVault, and IBM KeyProtect
- Understanding of HSM and cryptographic interfaces, including PKCS#11, CAPI, CNG, and JCE
- Experience with HSM from another company is a plus
- Understanding of KMS interfaces, including KMIP and REST API
- Ability to work in a fast-paced, rapid-growth environment
- Strong collaboration, written, and communication skills
Benefits:
- Amazing equity
- Great benefits
- Competitive salary
- Unlimited PTO
- 40 hours of Volunteer Time Off/year
- Internet stipend
- 401k
- Medical
- Dental
- Vision
- Life Insurance
- Retirement Savings
- Wellness Program
- Short-and Long-Term Disability
- Holidays
- Additional benefits ('and more')
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