Product Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Conduct independent investigations into issues reported by enterprise clients.

• Replicate customer issues and collaborate with other team members when necessary.

• Cultivate ongoing strategic relationships with customers.

• Sustain partnerships with Claroty Enterprise Support customers, Technical Account Managers, Product Management, and local account teams.

• Analyze and resolve intricate problems faced by high-end customers.

• Identify and rectify customer satisfaction challenges while removing technical obstacles.

• Escalate support cases and urgent issues to management as required.

• Recognize and take initiative on additional responsibilities independently.

• Provide regular updates on customer status through consistent reporting and cadence calls.

• Work collaboratively with R&D, Product, Customer Success, and Technical Account Managers to ensure customers derive maximum value from the Claroty platform.

⛳️ Requirements

• A minimum of 2 years of experience as a Technical Customer Support Engineer or in a comparable customer-facing technical role.

• Strong practical experience with networking concepts and troubleshooting techniques.

• Proficient in Linux system administration and troubleshooting.

• Comprehensive understanding of networking standards and protocols such as DNS, DHCP, TCP/IP, and HTTP.

• Experience utilizing networking tools (e.g., Wireshark).

• Exceptional analytical and problem-solving abilities, capable of managing complex technical scenarios.

• Outstanding interpersonal and communication skills, both written and oral.

• Highly driven, customer-oriented, and passionate about technology.

• A team player with the capability to collaborate across various functions.

• Experience with databases and virtualization technologies is a plus.

• Background in Operational Technology (OT) is advantageous.

• Experience in cybersecurity is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible working arrangements.

• A collaborative and innovative work environment.