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.

About the Company:

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 play a critical role in supporting enterprise customers who rely on our platform to protect their mission-critical environments. You will act as a trusted technical advisor, troubleshooting complex networking and system-related issues across SaaS and on-prem environments. This is a highly visible role that requires strong technical expertise, customer-facing experience, and the ability to navigate complex, high-impact cases independently.

You will collaborate closely with R&D, Product, Customer Success, and Technical Account Managers to ensure customers achieve maximum value from the Claroty platform.

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
• 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 as needed
• Identify and independently take on additional tasks
• Provide visibility of customer status through regular reporting and cadence calls