Product Support Engineer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Product Support Engineer troubleshooting networking and Linux issues for enterprise customers. Supporting Claroty’s cybersecurity platform protecting mission-critical cyber-physical infrastructure.
Responsibilities:
- Investigate issues reported by enterprise customers independently
- Reproduce customer problems and involve other team members as necessary
- Develop strategic ongoing customer relationships
- Maintain relationships with Claroty Enterprise Support customers, Technical Account Managers, Product Management, and local account teams
- Analyze and resolve complex high-end customer problems
- Identify and correct customer satisfaction concerns and clear technical roadblocks
- Escalate support cases and priority issues to management as needed
- Identify and independently take on additional tasks
- Provide visibility of customer status through regular reporting and cadence calls
- Collaborate with R&D, Product, Customer Success, and Technical Account Managers to help customers achieve maximum value from the Claroty platform
Requirements:
- 2+ 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)
- 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
- Experience with databases and virtualization technologies (advantage)
- OT (Operational Technology) background (advantage)
- Cybersecurity experience (advantage)
Similar Jobs
Support Analyst
Support Analyst resolving complex technical and functional cases for Creatio’s AI CRM and workflow platform. Diagnosing issues, configuring integrations, and improving customer support processes.
Technical Support Engineer – Slurm
Technical Support Engineer supporting NVIDIA customers with production Slurm AI and HPC clusters. Diagnosing scheduler, Linux, networking, storage, authentication, database, and GPU infrastructure issues.
Support Engineer – Telephony
Support Engineer für Telefonanlagen bei PraxisConcierge, einer digitalen Telefonassistenz für Arztpraxen und Kliniken. Konfiguration, Troubleshooting und technischer Kundensupport.
Senior Technical Support Engineer
Senior Technical Support Engineer serving Vultr’s strategic customers. Resolving complex Linux, Kubernetes, GPU, storage, virtualization, and networking issues for a global cloud infrastructure company.
Application Support Analyst – I
Application Support Analyst supporting healthcare SaaS, EMR, and care coordination systems at Collabrios Health. Troubleshooting user issues, managing access, and maintaining support documentation.
Support Engineer
Support Engineer keeping Kyivstar's Big Data platform and data products reliable. Managing incidents, monitoring, Kubernetes, AWS, and on-premises environments.
Technical Support Advisor, Polish
Technical Support Advisor providing Polish-language technical support for medical devices at an international healthcare company. Troubleshooting issues and coordinating repairs or replacements remotely from Bulgaria.
Okta Support Engineer
Okta Support Engineer administering secure Okta ICAM solutions for Koniag Government Services. Supporting federal government identity systems, integrations, compliance, and escalated IAM issues.
SailPoint Support Engineer
SailPoint support engineer administering identity governance systems for federal agencies. Supporting secure ICAM operations, integrations, compliance, and escalated SailPoint issues.
Technical Support Consultant, SaaS
Technical Support Consultant delivering Tier 1 and Tier 2 SaaS support for SupportYourApp’s global technology clients. Troubleshooting issues, managing escalations, and improving customer experience remotely.
Customer Support Analyst, Legal Accounting
Customer Support Analyst supporting Actionstep’s legal practice management and accounting SaaS platform. Resolving user tickets, chats, and emails while escalating complex issues and meeting service targets.
1st Line Support Engineer – Shifts including nights & weekends
1st Line Support Engineer supporting Openprovider’s domain registrar platform and related digital services. Resolving customer issues across rotating 24/7 shifts using phone, chat, tickets, and technical tools.
Senior Technical Support Engineer – Customer Support
Senior Technical Support Engineer troubleshooting SCAYLE’s enterprise commerce platform. Diagnosing distributed-service issues, supporting enterprise customers, and driving systemic improvements.
Technical Support Engineer – Customer Support
Technical Support Engineer diagnosing distributed-system issues for SCAYLE, an enterprise commerce platform. Investigating customer incidents, tracing code and data, and coordinating engineering escalations.
Expert Technical Support Engineer
Technical Support Engineer resolving complex escalations across enterprise healthcare applications and secure messaging solutions. Troubleshooting Windows, SQL Server, HL7, IIS, and integration issues.
Junior Technical Support Engineer
Junior Technical Support Engineer coordinating enterprise IT and contact center incident response for Miratech, a global IT services and consulting company. Monitoring systems, managing outages, and coordinating technical teams and vendors.
Enterprise Apps Support Analyst
Enterprise Apps Support Analyst supporting Signode’s transit-packaging enterprise software users. Troubleshooting applications, resolving incidents, and supporting Microsoft Dynamics 365 and ERP systems.
Senior Product Support Engineer
Senior Product Support Engineer supporting HistoSonics’ Edison System, a non-invasive histotripsy medical device. Troubleshooting customer procedures, product launches, and clinical field operations.
VMS Technical Analyst
VMS Technical Analyst configuring and supporting SAP Fieldglass, Beeline, and VNDLY platforms. Managing client data, integrations, troubleshooting, and technical operations for MSP programs.
RPA Support Engineer
RPA Support Engineer supporting Verisma’s UiPath and Power Automate bots in production. Maintaining HIPAA-compliant workflows and AI-powered intelligent automation systems.