Product Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver post-sales technical assistance, configurations, troubleshooting, and best practices to clients via phone, email, and web.

• Manage support cases to ensure that issues are documented, tracked, resolved, and followed up on promptly.

• Utilize fault isolation and root cause analysis skills to diagnose and address complex technical challenges.

• Collaborate to reproduce customer issues and assess critical situations.

• Create and distribute Technical Support Bulletins and other user documentation for the Knowledge Base.

• Foster a positive customer experience by collaborating closely with Development, Sales, and Quality Assurance teams.

• Oversee the review of user documentation for training materials, technical marketing content, manuals, problem-solving guides, and more.

• Provide on-call support 24/7 as required.

⛳️ Requirements

• Minimum of 5 years of hands-on experience in a support organization.

• Strong technical expertise in Linux, Kubernetes, Docker, Python, or other scripting languages is essential.

• Knowledge of HSM and KMS in cloud environments (AWS CloudHSM, AWS KMS, Google KMS, Azure KeyVault, IBM KeyProtect, etc.) is a plus.

• Familiarity with HSM and various cryptographic interfaces (PKCS#11, CAPI, CNG, JCE, etc.). Experience with HSM from different vendors is advantageous.

• Understanding of KMS interfaces (KMIP, REST API, etc.).

• Ability to thrive in a fast-paced, rapidly growing setting.

• Excellent collaboration, writing, and communication skills.

🏝️ Benefits

• We provide a collaborative work atmosphere, remarkable equity, excellent benefits, competitive salaries, and the chance to transform cloud computing.

• Unlimited PTO (the balance is between you and your work!)

• 40 hours of Volunteer Time Off per year.

• Internet stipend.

• A friendly culture that brings out the best in everyone.

• 401k plan.

• Medical, Dental, Vision, Life Insurance, Retirement Savings, Wellness Program, Short- and Long-Term Disability, Holidays, and more.