Customer Success Engineer
Deploys, implements, and optimizes an enterprise data security platform while serving as a technical advisor to customers. The role requires 5+ years of professional services experience, cloud and legacy key-management expertise, programming skills, and strong troubleshooting and communication abilities.
About the job
Responsibilities
- Lead technical design workshops with customers.
- Design, configure, and implement the Fortanix platform.
- Provide customer training and enablement.
- Drive product adoption and usage.
- Support customer success, renewals, and references.
- Troubleshoot and resolve production issues.
- Stay current with relevant tools and methodologies and communicate results and ideas to decision-makers.
- Represent customer needs to engineering, product management, and the broader company.
- Collect, create, and track support tickets.
- Structure troubleshooting knowledge articles and integration guides.
- Distinguish feature requests from bug triage.
- Identify automation opportunities for common troubleshooting issues.
- Track customer requests and influence product management and product features.
Requirements
- 5+ years of professional services experience implementing enterprise IT security and infrastructure platforms such as HSM, KMS, or PKI.
- BE, MCA, or equivalent degree in computer science, information technology, or a related technology discipline.
- Hands-on experience with at least one programming language, such as Java, Go, or Python.
- Experience with Linux, Kubernetes, Docker, Python, scripting, DevOps, and automation tools.
- Hands-on experience with legacy HSMs and/or cloud KMS solutions, including AWS CloudHSM, AWS KMS, Google Cloud KMS, Azure Key Vault, and IBM Key Protect.
- Understanding of cryptographic interfaces including PKCS#11, CAPI, KMIP, CNG, and JCE.
- Experience with database encryption, tokenization, certificate management, and key and certificate management operations.
- Ability to work across customer time zones in a fast-paced environment.
- Strong collaboration, written communication, and verbal communication skills.
- Customer-focused, responsive, detail-oriented, and able to work independently and collaboratively.
Nice to Have
- Experience with HSMs from other companies.
Benefits
- Friendly and collaborative culture.
- Mediclaim insurance for employees and eligible dependents, including dental coverage.
- Personal accident insurance.
- Internet reimbursement.
Skills
Java, Go, Python, Linux, Kubernetes, Docker, DevOps, Aws Cloudhsm, Aws Kms, Google Cloud Kms, Azure Key Vault, Ibm Key Protect, Pkcs#11, Kmip, Jce
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