Product Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Fortanix

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏥 Healthcare

💼 Consulting

🔒 Cybersecurity

💰 $90M Series C on 2022-09

Healthcare • Consulting • Cybersecurity

Fortanix is a leading data security company that transforms traditional data protection practices through a unified and scalable platform. The company leverages confidential computing and Runtime Encryption® technology to secure sensitive applications and data. Fortanix specializes in cryptographic security posture assessment, data encryption, tokenization, and enterprise key management. It helps enterprises protect their digital assets across multicloud and on-prem environments, supporting regulatory compliance and post-quantum readiness. Fortanix serves industries such as healthcare, banking, fintech, and government, providing solutions that enhance security without impacting performance. The Fortanix platform empowers organizations to maintain control of their cryptographic keys and adopt innovative, secure data workflows.

📋 Description

• 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')