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- Tasks: Investigate and resolve complex technical issues for enterprise customers.
- Company: Join Claroty, a people-first tech company focused on customer success.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with room for career advancement.
- Why this job: Make a real impact by ensuring customer satisfaction in high-stakes environments.
- Qualifications: 3+ years in technical support, strong networking and Linux skills required.
The predicted salary is between 40000 - 50000 ÂŁ 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.
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.
Responsibilities
- 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.
Requirements
- 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 employer: Claroty
Contact Detail:
Claroty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Engineer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect with current employees at Claroty. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for those interviews! Research common technical questions related to networking and troubleshooting. Practise explaining your thought process clearly, as communication is key in this role.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled complex issues in the past. This will demonstrate your analytical thinking and ownership mentality.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Claroty.
We think you need these skills to ace Product Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Product Support Engineer role. Highlight your technical expertise, especially in networking and troubleshooting, to show us you’re the right fit!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about technology and customer support. Share specific examples of how you've resolved complex issues in the past, demonstrating your problem-solving skills and customer obsession.
Showcase Your Communication Skills: Since this role involves building relationships with customers and teams, make sure your written application showcases your communication skills. Keep it clear, concise, and professional while still being personable.
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 from our team!
How to prepare for a job interview at Claroty
✨Know Your Tech Inside Out
Make sure you brush up on your networking concepts and troubleshooting skills. Familiarise yourself with protocols like DNS, DHCP, TCP/IP, and HTTP, as well as tools like Wireshark and tcpdump. Being able to discuss these confidently will show that you're ready to tackle the technical challenges of the role.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've resolved complex technical issues in the past. Think about situations where you demonstrated critical thinking and ownership. This will help illustrate your analytical abilities and how you can contribute to customer satisfaction.
✨Communicate Like a Pro
Since this role involves building relationships with customers and collaborating with various teams, practice your communication skills. Be clear and concise in your responses, and don’t hesitate to ask clarifying questions during the interview. This shows that you’re engaged and eager to understand their needs.
✨Emphasise Your Customer Focus
Claroty values a customer-obsessed mindset, so be prepared to discuss how you've prioritised customer happiness in your previous roles. Share examples of how you've proactively identified and addressed customer concerns, and how you’ve maintained strong relationships with clients.