Product Support Engineer - US Remote (CST or EST)

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Written by AI from the job title and company, not by Fortanix, so some details may not match this job. The employer's own page has the real description.

Overview

The Product Support Engineer at Fortanix plays a pivotal role in ensuring customer satisfaction by providing expert technical support and assistance. This position involves resolving complex technical issues, collaborating with cross-functional teams, and enhancing the overall user experience of Fortanix products. The successful candidate will engage directly with customers, manage product inquiries, and contribute to product improvements based on feedback collected from users. This role is remote and can be performed by candidates based in the Central Standard Time (CST) or Eastern Standard Time (EST) regions of the United States.

Job Responsibilities

• Provide timely and accurate technical support to customers via various communication channels, including email, chat, and phone.
• Diagnose and troubleshoot product issues, and escalate unresolved cases to appropriate engineering teams.
• Develop and maintain technical documentation, including FAQs, knowledge base articles, and product guides.
• Collaborate with product managers and developers to relay customer feedback and suggest product improvements.
• Conduct training sessions and product demonstrations for customers to ensure proper use and understanding of the product features.
• Participate in the onboarding process for new customers, ensuring a smooth transition and understanding of product functionalities.
• Monitor product performance and assist customers in optimizing their use of the products.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 2+ years of experience in a technical support or engineering role, preferably in a software or SaaS environment.
• Strong understanding of cloud computing, database management, or cybersecurity concepts.
• Excellent problem-solving skills and the ability to work both independently and as part of a team.
• Exceptional communication skills, with the ability to articulate complex technical concepts to non-technical audiences.
• Experience with ticketing systems and customer support platforms.
• Familiarity with scripting or programming languages is a plus.

Technologies & Tools

The Product Support Engineer will primarily work with cloud-based applications, leveraging platforms such as AWS or Azure for product deployment and support. Familiarity with software development tools, including version control systems like Git, and customer relationship management (CRM) software such as Salesforce will be essential. Candidates should also be adept at using communication tools like Slack or Microsoft Teams to ensure effective collaboration with team members and customers.

Ideal Candidates

Ideal candidates for the Product Support Engineer role at Fortanix are proactive problem solvers with a passion for technology and customer service. They possess strong analytical skills, enabling them to identify and resolve issues efficiently. Effective communicators who can translate technical jargon into accessible language are highly valued. A collaborative spirit, coupled with an eagerness to learn and adapt in a fast-paced environment, will set successful candidates apart. The ability to manage multiple tasks while maintaining attention to detail is also critical.