Manager, Product Support Engineering

About Us:

In today's world, where data spreads across various clouds and devices, traditional security measures aren't enough. Businesses need a dynamic approach to defend against constant cyber threats and ensure agile data security. Fortanix leads the way in data-centric cybersecurity for hybrid multicloud environments, using advanced cryptography, encryption, and confidential AI solutions.

As data breaches become more frequent and traditional defenses fall short, we focus on data exposure management to keep your information safe. Our unified data security platform addresses vulnerabilities in hybrid multicloud environments, defends against threats, and makes it easier to discover, assess, and fix data exposure risks. Whether implementing a Zero Trust model or preparing for the post-quantum computing era, we help businesses worldwide protect their most sensitive data, wherever it is.

Our commitment to solving the world's toughest data security challenges has earned Fortanix multiple Cybersecurity Excellence and Innovation Awards, as well as recognition from industry giants such as Microsoft, Intel, ServiceNow, and Snowflake.

Our team includes industry leaders and cryptography experts, creating a culture of trust, innovation and collaboration where every voice is valued. Recognized as a Great Place to Work, we're looking for passionate individuals to help us shape the future of data security and work towards a safer digital future.

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.

Requirements

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
• Proficient in program management
• 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

Benefits:

• Mediclaim Insurance Employees and their eligible dependents including dental coverage

• Personal Accident Insurance

• Internet Reimbursement