Product Support Engineer - SaaS

Claroty is a leader in cyber-physical systems (CPS) protection, providing an industry-centric platform for securing mission-critical infrastructure. They are looking for a Product Support Engineer who will deliver exceptional customer support and manage customer relationships effectively, ensuring high levels of satisfaction and problem resolution.

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
• 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:

• 3+ years of experience as a Technical Customer Support Engineer
• Relevant technical work experience including Networking knowledge and Linux system administration and troubleshooting
• Understanding of networking standards, such as DNS, DHCP, TCP/IP, HTTP
• Working with networking tools (i.e. Wireshark)
• Experience with SaaS-based Products
• Highly motivated and passionate about Technology
• Great interpersonal communication skills
• Experience with DBs and virtualization
• Operational Technology (OT) background
• Security experience