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.

This position requires availability to work on a shift schedule from Thursday through Monday, with Tuesday and Wednesday as days off.

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 in Technical Support, Product Support, or Customer-Facing Engineering roles within cybersecurity, networking, SaaS, or enterprise software environments
• Strong troubleshooting skills across networking (TCP/IP, DNS, routing), Linux/Windows systems, and enterprise infrastructures
• Experience supporting complex, production-grade customer environments
• Ability to analyze logs, debug technical issues, and clearly articulate findings to both technical and non-technical stakeholders
• Proven ability to manage multiple high-priority cases simultaneously in a fast-paced environment
• Strong written and verbal communication skills in English
• Customer-first mindset with the ability to build trust and long-term partnerships
• Experience working cross-functionally with Product and Engineering teams
• Advantage: Experience in OT/ICS environments, SIEM integrations, cloud platforms (AWS/Azure/GCP), or cybersecurity solutions

About Claroty

Claroty has redefined cyber-physical systems (CPS) protection with an unrivaled industry-centric platform built to secure mission-critical infrastructure. The Claroty Platform provides the deepest asset visibility and the broadest, built-for-CPS solution set in the market comprising exposure management, network protection, secure access, and threat detection – whether in the cloud with Claroty xDome or on-premise with Claroty Continuous Threat Detection (CTD). Backed by award-winning threat research and a breadth of technology alliances, The Claroty Platform enables organizations to effectively reduce CPS risk, with the fastest time-to-value and lower total cost of ownership. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

A Great Place to Work® certified company, Claroty is headquartered in New York City with employees across the world. The company is widely recognized as the industry leader in CPS protection named a Leader in The Forrester Wave™: IoT Security Solutions, Q3 2025, recognized by KLAS Research as Best in KLAS for Healthcare IoT Security five years in a row, and ranking on the Forbes Cloud 100 and Deloitte Technology Fast 500 for multiple consecutive years.

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.

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