Product Support Engineer

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

📋 Description

• Deliver post-sales technical assistance, configuration, troubleshooting, and best practices to customers through phone, email, and web channels.

• Manage support cases to ensure that issues are documented, monitored, resolved, and that follow-ups are conducted promptly.

• Employ fault isolation and root cause analysis to identify and resolve complex technical problems.

• Reproduce customer issues and assess critical incidents.

• Create and publish Technical Support Bulletins and other user documentation in the Knowledge Base.

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

• Review user documentation for training resources, technical marketing materials, manuals, and problem-solving guides.

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

• Assist in deploying, implementing, upgrading, and optimizing the Fortanix platform.

• Lead technical work streams and engage with customers and engineering teams.

⛳️ Requirements

• 5 to 12 years of relevant hands-on experience in a support organization.

• Strong technical proficiency with Linux, Kubernetes, Docker, Python, or other scripting languages (mandatory).

• Knowledge of cloud HSM and KMS, including AWS CloudHSM, AWS KMS, Google KMS, Azure KeyVault, and IBM KeyProtect.

• Familiarity with HSM and cryptographic interfaces, such as PKCS#11, CAPI, CNG, and JCE.

• Experience with HSM solutions from other vendors is advantageous.

• Understanding of KMS interfaces, including KMIP and REST API.

• Capability to thrive in a fast-paced, rapidly growing environment.

• Excellent collaboration, written, and verbal communication skills.

🏝️ Benefits

• Exceptional equity opportunities.

• Comprehensive benefits package.

• Competitive salary structure.

• Unlimited Paid Time Off (PTO).

• 40 hours of Volunteer Time Off per year.

• Internet stipend.

• 401k plan.

• Medical insurance.

• Dental coverage.

• Vision insurance.

• Life insurance.

• Retirement savings options.

• Wellness program.

• Short-and Long-Term Disability coverage.

• Paid holidays.

• Additional benefits (and more).