Claroty-Product Support Engineer

About The Position

Claroty empowers the world’s largest enterprises to secure their cyber-physical systems across industrial (OT), healthcare (IoMT), and enterprise (IoT) environments: the Extended Internet of Things (IoT). The Claroty Platform integrates with customers’ existing infrastructure to provide a full range of controls for visibility, risk and vulnerability management, threat detection, and secure remote access. Our platform is deployed by hundreds of organizations at thousands of sites across all seven continents, and our customers represent critical national infrastructure across the healthcare, oil & gas, utilities, mining, and manufacturing verticals.

Founded in 2015, Claroty is headquartered in New York City, with more than 400 employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. Claroty has raised $635 million in funding from the world’s largest investment firms and industrial automation vendors – including SoftBank, Bessemer Venture Partners, Rockwell Automation, Schneider Electric, and Siemens – making it the most well-funded industrial cybersecurity company.

Claroty is a dynamic, fast-growing company, and we live our values of People First, Customer Obsession, Strive for Excellence, and Integrity. We are always searching for energetic people who will get excited about these values and make a difference. Claroty is an equal-opportunity employer and is committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of all diverse backgrounds.

We are looking for an exceptional and hardworking Designated/Dedicated Product Support Engineer to join our growing team of the most outstanding and creative minds in industrial cybersecurity. 

RESPONSIBILITIES

• 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

Requirements:

• 2+ years of experience as a Technical Customer Support Engineer – Must
• Good understanding of Linux platforms – Must
• Knowledge of common IT integrations (LDAP, SIEM, SAML)
• Relevant technical work experience including Networking knowledge and Linux system administration and troubleshooting.
• Understanding of networking standards, such as DNS, DHCP, TCP/IP, HTTP
• Working with networking tools (i.e. Wireshark)
• High proficiency in English
• Highly motivated and passionate about Technology
• Experience with DBs and virtualization – An advantage 
• OT background and/or Security experience – An Advantage
• Team Player with strong interpersonal skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups