Product Support Engineer

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

📋 Description

• Independently investigate issues raised by enterprise customers.

• Reproduce customer issues and collaborate with team members as needed.

• Cultivate strategic, ongoing relationships with customers.

• Maintain connections with Claroty Enterprise Support clients, Technical Account Managers, Product Management, and local account teams.

• Analyze and resolve intricate high-level customer issues.

• Identify and address customer satisfaction concerns and technical obstacles.

• Escalate support cases and urgent matters to management when necessary.

• Recognize and proactively undertake additional responsibilities.

• Provide transparency of customer status through consistent reporting and cadence calls.

• Work in partnership with R&D, Product, Customer Success, and Technical Account Managers to enhance customer value from the Claroty platform.

⛳️ Requirements

• Over 3 years of experience in a Technical Customer Support Engineer role or a similar customer-facing technical position.

• Strong practical knowledge of networking concepts and troubleshooting methods.

• Robust experience with Linux system administration and troubleshooting.

• Profound understanding of DNS, DHCP, TCP/IP, and HTTP protocols.

• Experience utilizing networking tools like Wireshark.

• Excellent analytical and problem-solving abilities, capable of handling complex technical scenarios.

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

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

• Team-oriented, with the capability to collaborate across various functions.

• Familiarity with databases and virtualization technologies is an advantage.

• Background in Operational Technology (OT) is a plus.

• Experience in cybersecurity is a plus.

🏝️ Benefits

• Equal-opportunity employer dedicated to promoting a diverse and inclusive workplace.

• Special accommodations are available upon request at all stages of the selection process.

• Comprehensive total rewards package information will be shared prior to interviews.