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 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 Americas Europe Asia-Pacific and Tel Aviv The company is widely recognized as the industry leader in CPS protection with backing from the world s largest investment firms and industrial automation vendors 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 multiple consecutive years 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 3 years of experience as a Technical Customer Support Engineer Relevant technical work experience including Networking knowledge and Linux system administration and troubleshooting Understanding of networking standards such as DNS DHCP TCP IP HTTP Working with networking tools i e Wireshark Experience with SaaS-based Products Highly motivated and passionate about Technology Experience with DBs and virtualization - an advantage OT background - Advantage Security experience - Advantage Great Interpersonal Communication Skills Team Player Why Claroty Our Culture and Benefits As a Great Place to Work certified company we take pride in the culture we ve built together one rooted in camaraderie credibility fairness and respect Claroty is a people first company With strong bonds amongst the team we believe in prioritizing personal care and support over work confident that results follow from a harmonious environment We celebrate professional and personal successes committed to fostering a diverse and inclusive space Stability we demonstrate continued growth over the past few years raised over 700M from top tier investors we have top tier board members and our products are sold worldwide over 1000 customers We understand the importance of maintaining a healthy work-life balance and encourage people to take the time they need to rest and prioritize their mental and physical health We also provide a biannual ClaroBreak a company-wide long weekend shutdown so we can all rest recharge and spend time with our loved ones We care about your development At Claroty we prioritize excellence and uphold high professional and ethical standards We encourage career growth and exploration within the company facilitated by biannual performance reviews feedback sessions and individual development planning complemented by professional courses We believe in transparency and openness That s why we regularly hold company all-hands town hall meetings and Coffee with the CEO sessions We also conduct round table sessions and employee satisfaction surveys to keep a pulse on what matters most to our team members and make our culture the best it can be While we have physical offices in New York Tel Aviv London and Singapore we also embrace a hybrid working culture This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances 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 You re more than welcome to follow us on social media