Claroty-Support Enablement Engineer

  • Claroty
  • Tel Aviv, Israel
  • Full-time
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 experienced Support Enablement Engineer to join our fast-growing team of the most outstanding and creative minds in industrial cybersecurity. As a Support enablement Engineer, you will be working closely with global Support/Escalation, R&D, and Product teams and will oversee the support technical teams, identify and handle gaps and inspire them to reach their goals.

KPIs include: reducing the time to resolve customer issues by creating a strong knowledge base including Kb’s Playbooks & Labs, In addition, to ensuring every new release/feature pass to the support at a deep technical level.

RESPONSIBILITIES

  • Work independently to investigate issues reported by enterprise customers, and reproduce customer problems to understand and create strong Training for the Support team.
  • Maintain excellent relationships with Claroty Enterprise Support worldwide, R&D, Research, and Product Management.
  • Analyze and resolve complex high-end customer problems and create deep-dive troubleshooting content for Support to optimize ticket resolution time and use of resources.
  • Create tools for Support to maintain a proactive approach to customers’ issues and for finding issues beforehand.
  • Identify and independently track knowledge gaps in the Support team and act to solve them.
  • Create and maintain a training space for all the support levels L1/L2/L3 Include Labs live sessions and playbooks
  • Become a focal point for technical issues and all applications usage and manipulations
  • Owning our knowledge base within the portal, together with knowledge maintenance and being part of the knowledge creation.
Requirements:
  • 2+ years of experience as a Technical Customer Support Engineer – Must
  • Worked with enterprise high demanding customers – Must
  • Excellent oral and written communication skills with a passion for guiding and mentoring support teams – Must
  • Great troubleshooting abilities and passion to dive into complicated technical problems – Must
  • Preferably someone with experience creating content and presentation skills
  • Team Player
  • Highly motivated and passionate about Technology
  • Relevant technical work experience including Networking knowledge and Linux system administration and troubleshooting.
  • Understanding of networking standards, such as DNS, DHCP, TCP/IP, HTTP
  • 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
  • Experience with DBs and virtualization and Linux – An advantage
  • OT background and security experience – An Advantage
  • SaaS and On-Premise products experience – An Advantage

Apply for this position