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 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
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 you need to succeed in this role:
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
Advantages
Experience with databases and virtualization technologies
OT (Operational Technology) background
Cybersecurity experience
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 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 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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Work arrangement
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