Product Support Engineer

Claroty; New York (NY); On-site; USD 85,000 - 110,000; Full time

Job summary

Claroty is seeking a Product Support Engineer to support enterprise customers on SaaS and on-prem environments. You will troubleshoot complex networking and system issues and act as a trusted technical advisor, collaborating with R&D, Product, and Customer Success to maximize customer value.

Ideal candidates have 3+ years in a technical customer-facing role, strong networking knowledge, Linux experience, and a passion for cybersecurity.

Qualifications

• Deep understanding of networking standards and protocols.
• Linux system administration and troubleshooting experience.
• 3+ years in a technical customer support or similar role.
• Experience supporting SaaS-based products and enterprise customers.
• Strong analytical and communication skills; customer-focused mindset.
• Experience with networking tools like Wireshark and virtualization tech.

Responsibilities

• Support enterprise customers across SaaS and on-prem environments.
• Troubleshoot complex networking and system-related issues.
• Collaborate with R&D, Product, Customer Success, and TAMs.
• Investigate and reproduce customer problems, provide timely resolutions.
• Maintain proactive customer relationships and regular status reporting.
• Escalate cases when needed and drive high-impact outcomes.

Skills

Networking concepts

Linux administration

SaaS experience

Analytical skills

Customer-focused

Communication skills

Problem-solving

Team player

Cybersecurity awareness

OT background

Tools

Wireshark

Databases

Virtualization

Job description

Position Overview

• 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
• 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
• 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

Qualifications

• Deep understanding of networking standards and protocols such as DNS, DHCP, TCP/IP, and HTTP
• Team player with the ability to collaborate across multiple functions
• Solid Linux system administration and troubleshooting experience
• 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
• Experience supporting SaaS-based products
• Strong analytical and problem‑solving skills with the ability to manage complex technical scenarios
• Highly motivated, customer-focused, and passionate about technology
• Experience working with networking tools (e.g., Wireshark)
• Excellent interpersonal and communication skills, both written and verbal
• Experience with databases and virtualization technologies
• OT (Operational Technology) background
• Cybersecurity experience