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About the Role

As a Product Support Engineer, you will support enterprise customers protecting their mission-critical environments by troubleshooting complex networking and system issues across SaaS and on-prem environments. This role requires strong technical expertise, customer-facing experience, and the ability to navigate complex cases independently, collaborating with R&D, Product, Customer Success, and Technical Account Managers.

Responsibilities

Investigate issues reported by enterprise customers and reproduce customer problems.
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 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.
Experience with databases and virtualization technologies.
OT (Operational Technology) background.
Cybersecurity experience.

Skills

Networking concepts
Networking troubleshooting
Linux system administration
Linux troubleshooting
DNS
DHCP
TCP/IP
HTTP
Wireshark
SaaS product support
Analytical skills
Problem-solving skills
Interpersonal skills
Communication skills
Databases
Virtualization technologies
OT
Cybersecurity

Location

Remote

Work Type

Full-time

Experience Level

3+ years

Salary/Compensations

$95,000 - $105,000

About the Company

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.

Equal Opportunity

Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all.
We encourage applications from candidates of ALL backgrounds, and special accommodations are available upon request in all selection phases.