Product Support Engineer

As a Product Support Engineer at Fortanix, you'll provide essential post-sales technical support to our customers, addressing inquiries, troubleshooting issues, and offering expert guidance on configuration and best practices. Your role will also involve working closely with our technical teams to handle support cases effectively.

To be successful as a Product Support Engineer at Fortanix, you should preferably have over five years of experience in a related support role. Strong technical skills in Linux, Kubernetes, Docker, and scripting languages such as Python are essential, as well as familiarity with HSM and KMS in the cloud.

Yes, the Product Support Engineer position at Fortanix allows for flexibility in work location. While specific location requirements are not emphasized, candidates should be prepared to offer support to clients as needed, suggesting some flexibility in work hours.

Daily responsibilities include providing technical support to customers, troubleshooting issues, documenting resolutions and solutions in our knowledge base, collaborating with development and sales teams, and ensuring a smooth user experience with our cloud security solutions.

Teamwork is crucial for the Product Support Engineer role at Fortanix. You will collaborate with both technical and non-technical teams, including engineering, quality assurance, and sales, to ensure that customer issues are resolved efficiently and effectively.

At Fortanix, the Product Support Engineer role provides numerous opportunities for growth. You'll gain exposure to advanced cloud technologies, work in a fast-paced environment, and have the chance to advance your career in technical support or transition into other technical roles within the organization.

As a Product Support Engineer at Fortanix, you’ll receive comprehensive training on our products and services. Moreover, you’ll have access to ongoing professional development and support to ensure you stay up-to-date with the latest technologies and best practices in cloud security.

In your answer, reference specific projects where you utilized Linux to troubleshoot issues, configure systems, or deploy applications. It’s vital to convey your comfortable, hands-on proficiency with the OS as it plays a critical role in our cloud security solutions.

Describe your systematic approach to troubleshooting, such as reproducing the issue, analyzing logs, and isolating components. Share an example of a complex issue you resolved in a previous role, outlining the steps you took and the outcome achieved.

Offer insights into how you tailor your communication style based on the audience. Perhaps include an example of a previous interaction where you successfully broke down technical concepts into relatable terms for a client or colleague.

Detail a specific scenario where you employed Python for automation, management, or troubleshooting. Discuss the problem, the script you created, and the benefits it provided to the organization.

Discuss any practical experience you have working with HSM and KMS technologies. Explain how you’ve implemented encryption or key management solutions, and any challenges you’ve overcome in the process.

Explain your approach to prioritization, mentioning any methodological frameworks like prioritizing SLA adherence or urgency from the client's perspective. Include an example demonstrating how you effectively managed competing demands.

Highlight the importance of clear, comprehensive documentation for both internal teams and customer users. You might mention how good documentation can reduce repetitive inquiries and enhance overall customer satisfaction.

Share a specific instance where you coordinated with engineering, sales, or QA to troubleshoot and resolve customer issues, illustrating the importance of teamwork and effective communication in achieving a positive outcome.

Express your passion for helping others and solving problems, emphasizing how the role aligns with your skills and interests. Discuss your excitement about working with innovative security technologies at Fortanix.

Discuss your commitment to continuous learning, whether through online courses, industry conferences, or reading technical articles. Illustrate how you apply this knowledge to improve your support work.