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.** 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. **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 **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) - 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 **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, visithttp://claroty.com. The expected base salary range for this role is between $95,000 - $…