Product Support Engineer in Newcastle upon Tyne

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.

About the Role:

As a Product Support Engineer at Claroty, you will serve as a trusted technical advisor to our enterprise customers, ensuring they achieve maximum value from our platform. You will work hands-on to investigate and resolve complex technical issues in mission-critical environments, partnering closely with R&D, Product, and Customer Success teams. This role requires strong analytical thinking, ownership mentality, and the ability to build lasting customer relationships while operating in high-impact environments. You will play a key role in driving customer satisfaction, retention, and long-term success.

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 in large-scale, production CPS environments.
• 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 and R&D as needed, ensuring timely resolution and clear communication.
• Identify and independently take on additional tasks that improve team processes, documentation, and knowledge sharing.
• Provide visibility of customer status through regular reporting, cadence calls, and executive-level updates when required.

What you need to succeed in this role:

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

Advantages:

• Experience with databases and virtualization technologies.
• OT (Operational Technology) background.
• Cybersecurity experience.
• Bash.
• Python.

About Claroty:

Claroty has redefined cyber-physical systems (CPS) protection with an unrivaled industry-centric platform built to secure mission-critical infrastructure. The Claroty Platform provides the deepest asset visibility and the broadest, built-for-CPS solution set in the market comprising exposure management, network protection, secure access, and threat detection – whether in the cloud with Claroty xDome or on-premise with Claroty Continuous Threat Detection (CTD). Backed by award-winning threat research and a breadth of technology alliances, The Claroty Platform enables organizations to effectively reduce CPS risk, with the fastest time-to-value and lower total cost of ownership. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

A Great Place to Work certified company, Claroty is headquartered in New York City with employees across the world. The company is widely recognized as the industry leader in CPS protection named a Leader in The Forrester WaveTM: IoT Security Solutions, Q3 2025, recognized by KLAS Research as Best in KLAS for Healthcare IoT Security five years in a row, and ranking on the Forbes Cloud 100 and Deloitte Technology Fast 500 for multiple consecutive years.

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 selection phases.