Product Support Engineer

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:

- 2+ 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)

- 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 is widely recognized as the industry leader in CPS protection,