Product Support Engineer (US based)
$70,000–$120,000 year
RemoteUnited States
Job Summary
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 finished timely. Use fault isolation and root cause analysis to diagnose complicated technical issues, working to reproduce customer issues and qualify critical ones. Publish Technical Support Bulletins and user documentation in the Knowledge Base while collaborating with Development, Sales, and Quality Assurance. Review user documentation for training materials and technical marketing collateral. Provide on-call support 24x7 on an as-needed basis.
Required Qualifications
- Hands-on 5 to 12 years related experience working in a support organization
- Strong technical experience with Linux, Kubernetes, Docker, Python, or other scripting languages
- Ability to work in a highly fast paced, rapid growth environment
- Strong collaboration, written and communication skills
Desired Qualifications
- 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
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