Customer Success Engineer

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 NVIDIA, 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. 

At Fortanix, we are redefining what cloud security means. Our customers use our software platform to build and run software much more securely than was previously possible. We are seeking Customer Success Engineers who will help deploy, implement, upgrade and optimize the Fortanix platform. You will be a key technical advisor responsible for expanding the depth and breadth of Fortanix solutions with your customers to ensure long term success.

This position requires a mixture of excellent project management, problem solving, troubleshooting, analytical and strong technical skills. The ideal candidate will be comfortable interacting with customers at all levels, working with our engineering teams and driving technical workstreams. Success will be measured by customer's product usage and adoption, renewal and expansion

You will:

• Participate and lead technical design workshops with customers
• Design, Configure and Implement our platform
• Customer training and enablement
• Drive product adoption and usage
• Ensure customers are wildly successful and renewing and referenceable
• Troubleshoot and resolve production issues
• Stay current with the latest tools and methodologies; share knowledge by clearly articulating results and ideas to key decision makers
• Be the voice of the customer with engineering, product management and rest of the company

Requirements

You are someone who:

• Pays attention to detail
• Is extremely responsive and able to get back to customers in minutes in most cases
• Can work independently, while also being an effective member of a team
• Knows how to collect, create, and track support tickets
• Greatly knowledgeable about all the tech documents, HOWTO, etc. developed by us
• Has created a structure for troubleshooting the articles
• Differentiates a feature request from bug triage
• Identifies automation opportunities for troubleshooting common issues
• Integration guide and KB articles
• Is a customer champion
• Keeps a track of new requests coming from customers and would want to influence product management
• Influences product features to fix common problems
• Is aware of limited time from engineers and wants to learn everything or use all tools at disposal (google search, tech docs etc.) before engaging with the engineering team

You have:

• Hands-on 5+ years of Professional Services experience implementing an enterprise IT security and Infrastructure platform (HSM, KMS, PKI etc.)
• BE/MCA or equivalent in CSE/IT or any other technology related discipline.
• Good knowledge of and hands-on experience with at least one programming language, such as Java, Go, or Python
• Strong technical skills are required. Experience with Linux, Kubernetes, Docker, Python or other scripting languages
• Flexible working in different time zones depending on the customer
• Strong technical skills are required, including hands-on experience with Linux, Kubernetes, Docker, and other DevOps and automation tools.
• Strong hands-on experience with legacy HSMs and/or cloud KMS solutions, including AWS CloudHSM, AWS KMS, Google Cloud KMS, Azure Key Vault, IBM Key Protect, and related key management technologies.
• Sound understanding and working experience of various crypto interfaces (PKCS#11, CAPI, KMIP, CNG, JCE, etc.). Experience with HSM from another company is a plus
• Experienced with various database encryption, tokenization, certificate management other key and certificate management operations.
• Ability to work in a highly fast paced, rapid growth environment.
• Strong collaboration, written and communication skills

Benefits

• A friendly culture that brings the best out of everybody

• Mediclaim Insurance – Employees and their eligible dependents including dental coverage

• Personal Accident Insurance

• Internet Reimbursement