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 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.
Responsibilities
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 Requirements
What you need to succeed in this role:
3+ years of experience as a Technical Customer Support Engineer or similar customer-facing technical role
Strong hands-on experience with networking concepts and troubleshooting
Solid Linux system administration and troubleshooting experience
Deep understanding of networking standards and protocols such as DNS, DHCP, TCP/IP, and HTTP
Experience working with networking tools (e.g., Wireshark)
Experience supporting SaaS-based products
Strong analytical and problem-solving skills with the ability to manage complex technical scenarios
Excellent interpersonal and communication skills, both written and verbal
Highly motivated, customer-focused, and passionate about technology
Team player with the ability to collaborate across multiple functions
Advantages:
Experience with databases and virtualization technologies
OT (Operational Technology) background
Cybersecurity experience About Claroty
Claroty empowers organizations to protect the mission-critical infrastructure that underpins modern life. The AI-powered Claroty Platform serves as the single source of operational truth, providing the deepest visibility and broadest protection across cyber-physical systems (CPS), leveraging five core solutions: asset inventory, exposure management, network protection, secure access, and threat detection. Claroty helps organizations operationalize CPS protection through a programmatic approach designed to reduce risk, maintain operational integrity, and meet compliance–whether in the cloud with Claroty xDome or on-premise with Claroty Continuous Threat Detection (CTD). Claroty is deployed by hundreds of organizations at thousands of sites globally. The company is headquartered in New York City and has a presence in Europe, Asia-Pacific, and Latin America. To learn more, visit claroty.com.
The expected base salary range for this role is between $95,000 - $105,000, determined by objective criteria including skills, qualifications, and experience level. This range represents base salary only and does not include variable compensation components such as equity or bonuses. Details regarding the broader total rewards package will be shared prior to interviews. Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL backgrounds, and special accommodations are available upon request in all selection phases.
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Claroty is a global leader in cyber-physical systems (CPS) protection, dedicated to securing the critical infrastructure that keeps the world running. The company has redefined CPS protection with an unrivaled industry-centric platform built to secure mission-critical infrastructure. The Claroty Platform provides the deepest asset visibility and the broadest, built-for-CPS solution set in the market, comprising exposure management, network protection, secure access, and threat detection—available on-premise with Claroty Continuous Threat Detection (CTD) or in the cloud with Claroty xDome. Backed by award-winning threat research and technology alliances, Claroty enables organizations to effectively reduce CPS risk with the fastest time-to-value and lower total cost of ownership, and is deployed by hundreds of organizations at thousands of sites globally.
