Product Support Engineer

Description

We’re growing and looking to hire a Product Support Engineer who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.

Claroty is a global leader in cyber-physical systems (CPS) protection, dedicated to securing the critical infrastructure that keeps the world running. We’re a fast-growing, award-winning team where innovation meets purpose—and we want you to help us define the future of cybersecurity.

About the Role:

As a Product Support Engineer at Claroty, you will serve as a trusted technical advisor to our enterprise customers, ensuring they achieve maximum value from our platform. You will work hands-on to investigate and resolve complex technical issues in mission-critical environments, partnering closely with R&D, Product, and Customer Success teams. This role requires strong analytical thinking, ownership mentality, and the ability to build lasting customer relationships while operating in high-impact environments. You will play a key role in driving customer satisfaction, retention, and long-term success.

This position requires availability to work on a shift schedule from Thursday through Monday, with Tuesday and Wednesday as days off.

Requirements:

As a Product Support Engineer, your impact will be:

• Work independently to investigate issues reported by enterprise customers, reproduce customer problems, and involve others on the team as necessary
• Demonstrate critical thinking, strong communication skills, and the ability to develop strategic ongoing customer relationships
• Maintain excellent relationships with Claroty Enterprise Support customers, Technical Account Managers, Product Management, and local account teams
• Analyze and resolve complex high-end customer problems in large-scale, production CPS environments
• Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns and clearing any concerns or technical roadblocks
• Escalate support cases and priority issues to management and R&D as needed, ensuring timely resolution and clear communication
• Identify and independently take on additional tasks that improve team processes, documentation, and knowledge sharing
• Provide visibility of customer status through regular reporting, cadence calls, and executive-level updates when required