Product Support Engineer

Responsibilities

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
• Provide on-call support 24x7 on an as needed basis

Requirements

• Hands-on 5+ years related experience working in a support organization
• Strong technical experience with Linux, Kubernetes, Docker, Python, or other scripting languages
• 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.)
• Understanding of KMS interfaces (KMIP, REST API, etc.)
• Ability to work in a highly fast paced, rapid growth environment
• Strong collaboration, written and communication skills

Nice-to-Haves

• Experience with HSM from another company

Compensation & Benefits

• Base salary: $70,000 - $120,000 / Year
• Unlimited PTO
• 40 hours of Volunteer Time Off/year
• Internet stipend
• 401k
• Medical, Dental, Vision, Life Insurance, Retirement Savings, Wellness Program, Short-and Long-Term Disability, Holidays