Product Support Engineer

Claroty

Mumbai

Hybrid

INR 800,000 - 1,200,000

Full time

14 days+

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Job summary

A cybersecurity firm in Mumbai seeks a Product Support Engineer to act as a technical advisor for enterprise customers. The role involves investigating technical issues, ensuring customer satisfaction, and collaborating with engineering and product teams. The ideal candidate has over 3 years of experience in technical support, strong troubleshooting skills in networking and systems, and the ability to communicate effectively with diverse stakeholders. A commitment to customer-first values is essential.

Qualifications

3+ years of experience in Technical Support or Customer-Facing Engineering roles.
Strong troubleshooting skills across networking and systems.
Proven ability to manage multiple high-priority cases.

Responsibilities

Investigate issues reported by enterprise customers.
Maintain relationships with enterprise support customers.
Analyze and resolve complex problems in production environments.

Skills

Technical Support

Troubleshooting

Customer Communication

Analytical Thinking

Problem Resolution

Job 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

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

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 EnglishCustomer‑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.