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- Tasks: Support enterprise customers by resolving complex technical issues and ensuring satisfaction.
- Company: Join Claroty, a global leader in cyber-physical systems protection.
- Benefits: Competitive salary, diverse work culture, and opportunities for professional growth.
- Other info: Be part of an award-winning team dedicated to innovation and customer success.
- Why this job: Make a real impact in cybersecurity while working with cutting-edge technology.
- Qualifications: 3+ years in technical support, strong networking knowledge, and excellent communication skills.
The predicted salary is between 40000 - 50000 £ per year.
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.
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.
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.
Product Support Engineer in Newport employer: Claroty
Contact Detail:
Claroty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Engineer in Newport
✨Tip Number 1
Get to know the company inside out! Research Claroty's mission, values, and recent achievements. This will not only help you tailor your conversations but also show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for technical interviews by brushing up on your troubleshooting skills. Be ready to discuss real-world scenarios where you've solved complex problems, especially in networking and Linux environments. Show them you can think on your feet!
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and keeps you on their radar.
We think you need these skills to ace Product Support Engineer in Newport
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for technology and customer support shine through. We want to see that you’re not just looking for a job, but that you genuinely care about helping customers and solving their problems.
Tailor Your Experience: Make sure to highlight your relevant experience in technical support and networking. Use specific examples that demonstrate your problem-solving skills and how you've made a positive impact in previous roles. This helps us see how you fit into our team!
Be Clear and Concise: While we love a good story, keep your application clear and to the point. Use straightforward language and avoid jargon unless it’s necessary. This shows us that you can communicate effectively, which is key for a Product Support Engineer.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at Claroty
✨Know Your Tech Inside Out
As a Product Support Engineer, you'll need to demonstrate your technical prowess. Brush up on networking concepts, Linux system administration, and troubleshooting techniques. Be ready to discuss specific tools like Wireshark or tcpdump, and how you've used them in past roles.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of complex technical issues you've resolved. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will highlight your analytical thinking and ownership mentality, which are crucial for this role.
✨Emphasise Customer Relationships
Claroty values customer obsession, so be prepared to talk about how you've built and maintained relationships with clients. Share stories that illustrate your proactive approach to customer satisfaction and how you've tackled any concerns or roadblocks.
✨Align with Core Values
Familiarise yourself with Claroty's core values: People First, Customer Obsession, Strive for Excellence, and Integrity. Think of ways you've embodied these values in your previous roles and be ready to discuss them during the interview.