Fortanix · 4 hours ago
Manager, Product Support Engineering
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Lead, mentor, and grow a team of skilled support engineers, fostering a culture of excellence and collaboration.
Provide hands-on technical guidance in troubleshooting, automation, and resolution of complex customer issues.
Oversee the implementation and execution of a 24x7 support function, ensuring SLA adherence and continuous customer satisfaction.
Manage cross-functional projects, aligning support initiatives with product and engineering teams to address customer needs.
Establish and track KPIs for the team, identify opportunities to improve workflows, tools, processes, promote a culture of continuous learning and knowledge sharing.
Drive efficiency by implementing automated processes for faster issue resolution and minimizing repetitive tasks.
Act as the voice of the customer, collaborating with product and engineering teams to prioritize features and fixes.
Qualification
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Required
5+ years of demonstrated success in leading technical product support or operations teams, with a combined 10+ years of comprehensive IT experience.
Strong technical background in Infrastructure, Networking, DevOps and Security.
Hands-on experience with product integrations and troubleshooting complex technical issues.
Expertise in managing 24x7 support functions with a customer-first approach.
Demonstrated ability to drive process automation and improve support workflows.
Strong project management skills with a track record of successful cross-functional collaboration.
Excellent mentorship skills, with the ability to inspire and upskill team members.
Experience working in a SaaS or B2B technology environment.
Familiarity with customer support tools like Zendesk, Jira, or similar platforms.
Preferred
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.). Experience with HSM from another company is a plus.
Understanding of KMS interfaces (KMIP, REST API, etc.).
Experienced with database encryption, tokenization, certificate management other key management operations.
Benefits
Unlimited PTO (it's between you and your work!)
Quarterly recharge days
40 hours of Volunteer Time Off/year
Internet stipend
Friendly culture that brings the best out of everybody
401k
Company
Fortanix
Fortanix is a data-first, multicloud security company that delivers data protection solutions using runtime encryption.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$135.25MKey Investors
GS GrowthIntel Capital
2022-09-12Series C· $90M
2021-08-12Debt Financing· $14.25M
2019-01-31Series B· $23M
Leadership Team
Anand Kashyap
CEO
Ambuj Kumar
Co-founder
Recent News
GlobeNewswire News Room
2024-11-12
Business Wire
2024-10-22
Company data provided by crunchbase
