Product Support Engineer

Claroty

1d • Remote

About The Position

As a Product Support Engineer at Claroty, you will serve as a trusted technical advisor to our enterprise customers, ensuring they achieve maximum value from our platform. You will work hands-on to investigate and resolve complex technical issues in mission-critical environments, partnering closely with R&D, Product, and Customer Success teams. This role requires strong analytical thinking, ownership mentality, and the ability to build lasting customer relationships while operating in high-impact environments. You will play a key role in driving customer satisfaction, retention, and long-term success.

Requirements

• 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

Nice To Haves

• Experience with databases and virtualization technologies
• OT (Operational Technology) background
• Cybersecurity experience

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 in large-scale, production CPS environments
• 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 and R&D as needed, ensuring timely resolution and clear communication
• Identify and independently take on additional tasks that improve team processes, documentation, and knowledge sharing
• Provide visibility of customer status through regular reporting, cadence calls, and executive-level updates when required

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees