Product Support Engineer (US based)

Job Description

About Fortanix:  

In today's world, where data spreads across various clouds and devices, traditional security measures aren't enough. Businesses need a dynamic approach to defend against constant cyber threats and ensure agile data security. Fortanix leads the way in data-centric cybersecurity for hybrid multicloud environments, using advanced cryptography, encryption, and confidential AI solutions.  

As data breaches become more frequent and traditional defenses fall short, we focus on data exposure management to keep your information safe. Our unified data security platform addresses vulnerabilities in hybrid multicloud environments, defends against threats, and makes it easier to discover, assess, and fix data exposure risks. Whether implementing a Zero Trust model or preparing for the post-quantum computing era, we help businesses worldwide protect their most sensitive data, wherever it is. 

Our commitment to solving the world’s toughest data security challenges has earned Fortanix multiple Cybersecurity Excellence and Innovation Awards, as well as recognition from industry giants such as Microsoft, Intel, ServiceNow, and Snowflake. 

Our team includes industry leaders and cryptography experts, creating a culture of trust, innovation and collaboration where every voice is valued. Recognized as a Great Place to Work, we're looking for passionate individuals to help us shape the future of data security and work towards a safer digital future. 

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.

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 

Requirements

• Hands-on 5+ years related experience working in a support organization 

• Strong technical skills are required. Experience with Linux, Kubernetes, Docker, Python, or other scripting languages 

• 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

• We offer a collaborative work environment, amazing equity, great benefits, competitive salary, and the opportunity to redefine cloud computing.  

• 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 

Fortanix is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you’re interested in working in a fast growing, exciting working environment – we encourage you to apply!