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Fortanix

Compare

4.2

based on 18 Reviews

7 Fortanix Jobs

Manager, Product Support Engineering

Fortanix

4.2

based on 18 Reviews

10-15 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Manager, Product Support Engineering

Fortanix

posted 14d ago

Job Role Insights

Flexible timing

Key skills for the job

Computer Networking Customer Support Linux Administration Robotic Process Automation Microsoft Power BI Agile Coaching

+ 3 more

Job Description

At Fortanix, we are redefining cloud security. Our software platform enables customers to build and run applications more securely than ever before.

We are seeking a highly skilled, customer focused and hands-on technical professional to lead and manage a high-performing global technical support team at Fortanix. This role is crucial in ensuring our customers receive world-class technical support and seamless product integration. You will manage a global team of Product Support Engineers and work closely with other departments, including Customer Success Managers, Engineering, and Product, to drive customer satisfaction and operational excellence. This pivotal role involves ensuring 24x7 customer support, driving efficient issue resolution, and mentoring the team to consistently deliver exceptional service.

Key Responsibilities:

People Management: Lead, mentor, and grow a team of skilled support engineers, fostering a culture of excellence and collaboration.
Technical Expertise: Provide hands-on technical guidance in troubleshooting, automation, and resolution of complex customer issues.
24x7 Support Operations: Oversee the implementation and execution of a 24x7 support function, ensuring SLA adherence and continuous customer satisfaction.
Project Management: Manage cross-functional projects, aligning support initiatives with product and engineering teams to address customer needs.
Operational Excellence: Establish and track KPIs for the team, identify opportunities to improve workflows, tools, processes, promote a culture of continuous learning and knowledge sharing.
Troubleshooting and Automation: Drive efficiency by implementing automated processes for faster issue resolution and minimizing repetitive tasks.
Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to prioritize features and fixes.

Qualifications:

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.

Nice to Haves:

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: