Product Support Engineer

Responsibilities

• 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 followed up on in a timely manner.
• Use fault isolation and root-cause analysis to diagnose and resolve complicated technical issues.
• Reproduce customer issues and qualify critical issues.
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
• Build positive customer experiences by working closely with Development, Sales, and Quality Assurance.
• Review user documentation, training materials, technical marketing collateral, manuals, and problem-solving guides.
• Provide on-call support 24x7 as needed.

Requirements

• 5–12 years of related experience working in a support organization.
• Strong technical experience with Linux, Kubernetes, Docker, Python, or other scripting languages.
• Familiarity with cloud HSM and KMS, including AWS CloudHSM, AWS KMS, Google KMS, Azure Key Vault, IBM Key Protect, and similar services.
• Understanding of HSM and cryptographic interfaces, including PKCS#11, CAPI, CNG, and JCE.
• Experience with HSM products from another company is a plus.
• Understanding of KMS interfaces such as KMIP and REST APIs.
• Ability to work in a fast-paced, rapidly growing environment.
• Strong collaboration, written, and verbal communication skills.

Compensation and Benefits

• Base salary: $70,000–$120,000 per year.
• Additional compensation may include bonus, equity, or commissions.
• Medical, dental, vision, life insurance, retirement savings, wellness program, short- and long-term disability, holidays, and other benefits.
• Unlimited PTO.
• 40 hours of Volunteer Time Off per year.
• Internet stipend.
• 401(k).