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 (XIoT). 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.

Launched by the famed Team8 foundry in 2015, Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv.

Claroty is the most well-funded cyber-physical systems security company, having raised over $635 million through the end of 2023 from leading venture capital firms including SoftBank, Bessemer Venture Partners, Temasek, Team8, Standard Investments, Rockwell Automation, Schneider Electric, and others. In March 2024, the company secured an additional $100 million in strategic growth financing, with participation from Delta-v Capital, AllianceBernstein, Toshiba, and others.

At Claroty, we are looking to hire individuals who embody our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.

We always search for energetic people who will get excited about these values and make a difference. 

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

 *** This position requires availability for working in shifts (8-hour shifts, including nights) from Thursday to Monday. Tuesday – Wednesday will be days off ***

Requirements:

• 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