[Hiring] Product Support Engineer @Claroty

Role Description

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

• 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.

Qualifications

• 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.

Requirements

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

Company Description

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.

Claroty is widely recognized as the industry leader in CPS protection, backed by the world’s largest investment firms and industrial automation vendors. The company has been named a Leader in the 2026 Gartner® Magic Quadrant™ for CPS Protection Platforms two years in a row, a Customers’ Choice in the 2026 Gartner® Peer Insights™ Voice of the Customer for CPS Protection Platforms, and a Leader and a Customer Favorite in The Forrester Wave™: Operational Technology Security Solutions, Q3 2026. Claroty has also been named to the Forbes Cloud 100 and Deloitte Technology Fast 500 multiple consecutive years.

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