Fortanix

Customer Support

• Fortanix is a dynamic start-up solving some of the world’s most demanding data protection challenges for companies and governments around the world. Our disruptive technology maintains data privacy across its entire lifecycle -- at rest, in motion, and in use across any enterprise IT infrastructure -- public cloud, on-premises, hybrid cloud, and SaaS.
• This position requires a mixture of excellent project management, problem solving and customer service skills. The ideal candidate will be comfortable interacting with customers at all levels, working with Fortanix engineering, sales and finance teams and driving internal process improvements.
• **Responsibilities**
• - Provide customer service, customer setup, and onboarding
• - Handle customer service tickets to ensure requests are recorded, tracked, and resolved in a timely manner
• - Review purchase order and quote, responsible for order fulfillment and RMA process, execute international and domestic shipping
• - Provision SaaS account
• - Create documentation to standardize processes
• - Build a positive customer experience by working closely with Sales, Marketing, Product Development and Customer Success
• - Provide on-call after-hours support on an as-needed basis

Customer Service – Order Fulfillment

Sales Engineer

• Consultative Selling. As a member of the sales team engage prospects in a consultative sales process around Fortanix as part of their core security infrastructure and operations.
• Discovery. Work closely with prospects early in the sales process to gain deep understanding of their technical requirements and propose how best to address them.
• Technical Evaluations. Work with deep technical resources, sales team and prospects to manage successful customer evaluations and proof of concept deployments.
• Demos and Training. Prepare and document customer demonstrations as well as formal and informal customer training.
• Product Knowledge. Work closely with Engineering and Product teams to maintain a deep understanding of Fortanix products and core technology.
• Market Feedback. Continuously gather product and market feedback to guide new products.
• Customer Success. Ensure customers are getting the most from their investment in Fortanix, creating strong references, renewals and opportunities for upsell.

Sales Engineer - Federal

Technical Customer Success

• 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

Customer Success Engineer

Backend Engineer

• Design and deploy microservices in a hybrid cloud environment
• Help build a scalable and reliable platform from the ground up

Software Engineer – Backend Microservices, Rust

• Designing and building microservices for our secure Generative AI platform.
• Working closely with the data science team to enhance LLM (Large Language Model) performance through data engineering.
• Working directly with the ML Infrastructure and Platform teams to identify opportunities to further improve and optimize the tools and solutions.
• Applying best practices for security, performance, and reliability.

Senior Software Engineer – Backend Microservices, Rust

• Develop tools and SDKs for confidential computing platforms.
• Support other teams within Fortanix to use tools related to confidential computing platforms developed internally
• Design, develop, and implement high-quality software solutions that meet security and performance standards.
• Stay current with emerging technologies and industry trends in security and confidential computing.
• Conduct code reviews, ensure best practices in software development, and maintain high standards of code quality.
• Drive the adoption of new tools, methodologies, and processes to improve development efficiency and product quality.

Senior Software Engineer – System Security, Confidential Computing, Rust

Manager

• Lead and overachieve channel recruitment, sales targets and growth
• Be responsible for creating, developing, and managing to a joint business plan with assigned partners and sales regions
• Be measured primarily on sales targets while demonstrating your ability to work across all levels within the target partner organization
• Identify, communicate, and jointly develop a plan to address sales & revenue trends as needed with Federal channel partners and FSIs
• Generate awareness/enthusiasm/drive among partner sales and engineering teams
• Perform quarterly business reviews (QBR) with assigned partners
• Assist with and monitoring and execution of planned field activities
• Coordinate, administer, manage and/or deliver training for partner sales and technical staff
• Develop and drive incentive programs to scale pipeline build and accelerate closing business through partners
• Recruit/Enlist/Enable new reseller partners and integrators
• Be required to do some travel