Key skills
RSaaSProduct ManagementCommunicationCritical ThinkingCustomer Success
About this role
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 has redefined cyber-physical systems (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 – whether in the cloud with Claroty xDome or on-premise with Claroty Continuous Threat Detection (CTD). Backed by award-winning threat research and a breadth of technology alliances, The Claroty Platform enables organizations to effectively reduce CPS risk, with the fastest time-to-value and lower total cost of ownership. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.
A Great Place to Work® certified company, Claroty is headquartered in New York City with employees across the world. The company is widely recognized as the industry leader in CPS protection named a Leader in The Forrester Wave™: IoT Security Solutions, Q3 2025, recognized by KLAS Research as Best in KLAS for Healthcare IoT Security five years in a row, and ranking on the Forbes Cloud 100 and Deloitte Technology Fast 500 for multiple consecutive years.
Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.
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