Product Support Engineer
F
FortanixCybersecurity
United StatesFull-TimeSenior
Salary$70,000 - $120,000 / Year
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Job Details
- Experience
- 5+ years
- Required Skills
- AWSDockerPythonKubernetesAzureLinux
Requirements
- 5+ years related experience working in a support organization
- Strong technical experience with Linux
- Strong technical experience with Kubernetes
- Strong technical experience with Docker
- Strong technical experience with 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.)
- 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
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
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