Product Support Engineer

Team8; New York (NY); On-site; Confidential; Full time

Job summary

Team8 in New York, NY is seeking a Product Support Engineer to help enterprise customers. You will work to investigate issues, reproduce problems, and coordinate with Technical Account Managers, Product Management, and local account teams to drive resolution.

The role emphasizes critical thinking, strong communication, and proactive engagement to maintain customer happiness. You will escalate high-priority cases and provide regular status updates through cadence calls.

Qualifications

• Must investigate enterprise customer issues, reproduce problems, and collaborate with teammates.
• Strong communication and problem-solving in high-stakes scenarios.
• Ability to build strategic ongoing relationships with customers.

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
• 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

Skills

Critical thinking

Strong communication skills

Customer relationship management

Job description

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.

Requirements:

• 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