Product Support Engineer

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 serve as a trusted technical advisor to our enterprise customers, ensuring they achieve maximum value from our platform. You will work hands-on to investigate and resolve complex technical issues in mission-critical environments, partnering closely with R&D, Product, and Customer Success teams. This role requires strong analytical thinking, ownership mentality, and the ability to build lasting customer relationships while operating in high-impact environments. You will play a key role in driving customer satisfaction, retention, and long-term success. 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 in large-scale, production CPS environments 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 and R&D as needed, ensuring timely resolution and clear communication Identify and independently take on additional tasks that improve team processes, documentation, and knowledge sharing Provide visibility of customer status through regular reporting, cadence calls, and executive-level updates when required 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, tcpdump) 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 Bash Python About Claroty 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. To learn more, visit claroty.com . 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. Follow us on social media: LinkedIn LinkedIn Life Page Facebook Instagram #LI-REMOTE