Product Support Engineer

Product Support Engineer

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. In this role, you will be responsible for providing white-glove support leveraging your strong customer service and technical skills to drive resolution and customer satisfaction. You will take full ownership of the customer, including weekly calls and handling escalations.

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 Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in CPS protection, with backing from the world’s largest investment firms and industrial automation vendors, 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 multiple consecutive years.

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 do you need to succeed in this role?

• 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.
• Experience with DBs and virtualization - an advantage.
• OT background – Advantage.
• Security experience – Advantage.
• Great interpersonal communication skills.

Plus

• Experience with databases and virtualization.
• Operational Technology (OT) background.
• Security experience.

Additional Information

Expected compensation for the role is between $95,000 - $105,000. This is a good faith estimate but does not include equity, bonus, or other forms of payment. Pay will be determined by experience level, but those outside the salary band are welcome to apply. 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.

Key skills/competency

• Product Support Engineer
• Technical Support
• SaaS Support
• Customer Service
• Networking
• Linux
• Troubleshooting
• Customer Relationships
• Problem Solving
• Escalation Management