[Hiring] Product Support Engineer @Fortanix

Role Description

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. The ideal candidate will be comfortable interacting with customers at all levels, working with our engineering teams and driving technical work streams.

• 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.

Qualifications

• 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.

Benefits

• Collaborative work environment.
• Amazing equity.
• Great benefits.
• Competitive salary.
• Unlimited PTO (it’s between you and your work!).
• 40 hours of Volunteer Time Off/year.
• Internet stipend.
• Friendly culture that brings the best out of everybody.
• 401k.
• Medical, Dental, Vision, Life Insurance, Retirement Savings, Wellness Program, Short-and Long-Term Disability, Holidays, and more.
• The compensation for this role is $70,000 - $120,000 / Year.