Product Support Engineer

Claroty; New York (NY); Hybrid; USD 85,000 - 117,000; Full time

Job summary

Join a forward-thinking company as a Product Support Engineer, where you will play a crucial role in ensuring customer satisfaction and resolving complex technical issues. This position offers the opportunity to work independently while collaborating with a talented team. You'll engage with enterprise customers, leveraging your technical expertise in Linux and networking to provide exceptional support. With a commitment to personal growth and a supportive work culture, this is an exciting opportunity to make a significant impact in the cybersecurity field.

Benefits

Health and Wellness Programs

Career Development Opportunities

Flexible Working Hours

Biannual Company-wide Shutdown

Inclusive Work Environment

Qualifications

• 3+ years of experience in Technical Support for Saas products.
• Strong understanding of Linux platforms and networking standards.

Responsibilities

• Investigate and resolve issues reported by enterprise customers.
• Maintain excellent relationships with Claroty Enterprise Support customers.

Skills

Technical Support

Linux

Networking Knowledge

Interpersonal Skills

Problem Solving

Customer Relationship Management

Cyber Security

Education

Relevant Technical Work Experience

Experience with Saas Products

Tools

Wireshark

Rest API

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.

About Claroty :

Claroty is on a mission to secure cyber-physical systems across industrial, healthcare, commercial and public sector environments : the Extended Internet of Things (XIoT). The Claroty Platform integrates with customers' existing infrastructure to provide a full range of controls for visibility, exposure management, network protection, threat detection, and secure access. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

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 cyber-physical systems protection, with backing from the world's largest investment firms and industrial automation vendors, as well as recognition from KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.

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

What do you need to succeed in this role?

• 3+ years of experience as a Technical Support Engineer for Saas products- Must
• Worked with enterprise high demanding customers - Must
• Good understanding of Linux platforms - Must
• Deep knowledge of common IT integrations (LDAP, SIEM, SAML)
• Experience with Rest API troubleshooting - An advantage
• 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)
• Highly motivated and passionate about Technology
• Team Player
• Strong interpersonal skills, demonstrated by the ability to listen to and empathize with others, convey confidence, provide exemplary levels of service, resolve conflict effectively, collaborate with and facilitate small groups
• Experience with DBs and virtualization - An advantage
• OT / Medical background - An Advantage
• Cyber Security Experience - An Advantage

Why Claroty? Our Culture and Benefits :

• 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.

Expected base salary of $85,000- $117,000. This is a good faith estimate but does not include equity, bonus, commissions, or other forms of compensation. Pay will be based on experience level, but those outside the salary band are welcome to apply.

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 phases of the hiring process.

Please see our "Candidate Privacy Notice" here.