Product Support Engineer (US based)

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 NVIDIA, 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