Product Support Engineer

As a Product Support Engineer at Fortanix, you'll provide essential post-sales technical support to customers, helping them deploy, implement, and optimize our security platform. This role allows you to tackle complex troubleshooting issues while working closely with engineering teams to enhance the overall customer experience. You'll interact with clients via various channels, ensuring their needs are met promptly and effectively.

To become a Product Support Engineer at Fortanix, you'll need at least 5 years of experience in a support role with a strong technical background. Familiarity with technologies like Linux, Kubernetes, Docker, and scripting languages like Python is crucial. Additionally, a solid understanding of cloud-based key management systems and hardware security modules is highly advantageous for success in this role.

Successful Product Support Engineers at Fortanix exhibit strong technical skills, a problem-solving mindset, and excellent communication abilities. You'll need to be proficient in diagnosing and troubleshooting technical issues, as well as demonstrating collaboration with colleagues across different departments. Being familiar with cloud security solutions and key management practices is also essential.

A typical day for a Product Support Engineer at Fortanix involves engaging with customers, managing support tickets, troubleshooting technical issues, and collaborating with engineering teams. You'll also have time dedicated to updating documentation and potentially participating in on-call support, ensuring that you address any urgent customer concerns.

Fortanix offers numerous career growth opportunities for Product Support Engineers. You can progress into more specialized technical roles, leadership positions, or even transition into product management or development, depending on your interests. Continuous learning and on-the-job experience will contribute significantly to your career advancement.

A Product Support Engineer at Fortanix utilizes various tools and technologies, including support ticketing systems, remote desktop applications, and cloud services. Additionally, you'll work with debugging and monitoring tools to assist in troubleshooting, as well as collaborating on documentation and projects using platforms that foster effective team communication.

Fortanix values employee well-being and supports its Product Support Engineers with comprehensive benefits including mediclaim insurance and personal accident coverage. The company also provides internet reimbursement and fosters a healthy work-life balance, ensuring that team members can perform their best while taking care of personal needs.

In handling customer support tickets, I prioritize effective communication and thorough documentation. I ensure that each ticket is recorded with detailed notes and timelines for resolution. I empathize with the customer to understand their issue fully and maintain regular follow-ups until the problem is resolved. This approach not only helps in timely issue resolution but also builds trust with the customer.

To diagnose and troubleshoot complex technical issues, I start by gathering as much information as possible from the customer. I then utilize fault isolation techniques and conduct root cause analysis, often reproducing the issue in a controlled environment to better understand it. Collaborating with senior engineers is also key in finding solutions to challenging problems.

I am well-versed with various support tools such as ticketing systems for case management, as well as remote desktop tools for troubleshooting. Additionally, I have experience with technologies like Kubernetes, Docker, and several cloud services, which I leverage for effective technical support.

I have extensive experience in working with cloud security platforms, including deploying and managing key management services within AWS and Azure environments. Understanding how to secure applications and data in the cloud is crucial, and my role has often centered around ensuring best practices are followed in these deployments.

When prioritizing multiple support cases, I assess the urgency and impact of each issue. Critical cases that affect a customer's operations or involve security concerns receive immediate attention, while less urgent issues are scheduled based on their complexity and the availability of resources. I also communicate with customers regularly to manage their expectations during this process.

I once dealt with a frustrated customer facing recurring issues with our platform. I took the time to listen to their concerns actively, provided a dedicated support channel, and collaborated with our engineering team to expedite their troubleshooting. The result was a resolution that not only fixed the problem but also significantly improved the customer's satisfaction, turning a negative experience into a trust-building opportunity.

Documentation is vital for support roles, so I maintain a structured approach. I document all technical issues, including symptoms, steps taken for resolution, and final solutions, in a clear and concise manner. This practice enables efficient knowledge sharing and ensures that similar issues can be addressed promptly in the future.

Handling difficult conversations with customers requires patience, empathy, and clear communication. I listen actively to understand their frustrations and work to assure them that their concerns are valid. By providing transparent information about the resolution process and timelines, I aim to keep the customer informed and engaged throughout.

I have a solid understanding of hardware security modules (HSM) and key management services (KMS), as I have worked with various cloud providers and their encryption interfaces. Familiarity with standards like PKCS#11, KMIP, and REST APIs allows me to assist customers effectively when integrating or troubleshooting security measures in their applications.

My primary motivation as a Product Support Engineer stems from a passion for technology and a desire to help others. Being able to solve complex problems and deliver solutions that empower clients truly drives my enthusiasm for the role. Additionally, continuous learning and staying abreast of technological advancements keep me highly engaged in my work.