产品支持工程师
Product Support Engineer
描述
我们正在扩大规模，寻找一位能够体现我们核心价值观的产品支持工程师：以人为本、客户至上、追求卓越和诚信。
Claroty 是工业控制系统（CPS）保护领域的全球领导者，致力于保护维持世界运行的关键基础设施。我们是一支快速发展的获奖团队，创新与使命在此交汇——我们希望你加入我们，共同定义网络安全的未来。
职位简介：
在 Claroty 担任产品支持工程师，你将发挥关键作用，支持依赖我们的平台来保护其关键任务环境的企业客户。你将成为值得信赖的技术顾问，跨 SaaS 和本地环境解决复杂的网络和系统问题。这是一个高度可见的职位，需要强大的技术专长、面向客户的经历以及独立处理复杂高影响案例的能力。
你将与研发、产品、客户成功团队和技术客户经理紧密合作，确保客户从 Claroty 平台中获得最大价值。
职责：
作为产品支持工程师，你的影响包括：
- 独立调查企业客户报告的问题，复现客户问题，并在必要时与其他团队成员协作
- 展现出批判性思维、良好的沟通能力，以及建立长期客户关系的战略能力
- 与 Claroty 企业支持客户、技术客户经理、产品管理及本地客户团队保持良好关系
- 分析并解决复杂的高端客户问题
- 采取主动措施提升客户满意度，识别并解决客户满意度问题，清除任何顾虑或技术障碍
- 在需要时将支持案例和优先级问题上报给管理层
- 识别并独立承担额外任务
- 通过定期报告和例会保持客户状态的透明度
要求
要在这个职位上取得成功，你需要具备：
- 2年以上技术客户支持工程师或类似面向客户的工程技术岗位经验
- 熟练掌握网络概念和故障排除
- 良好的 Linux 系统管理和故障排除经验
- 对网络标准和协议有深入了解，如 DNS、DHCP、TCP/IP 和 HTTP
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Description
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 play a critical role in supporting enterprise customers who rely on our platform to protect their mission-critical environments. You will act as a trusted technical advisor, troubleshooting complex networking and system-related issues across SaaS and on-prem environments. This is a highly visible role that requires strong technical expertise, customer-facing experience, and the ability to navigate complex, high-impact cases independently.
You will collaborate closely with R&D, Product, Customer Success, and Technical Account Managers to ensure customers achieve maximum value from the Claroty platform.
Responsibilities
As a Product Support Engineer, 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
- 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 as needed
- Identify and independently take on additional tasks
- Provide visibility of customer status through regular reporting and cadence calls
Requirements
What you need to succeed in this role:
- 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
Advantages:
- Experience with databases and virtualization technologies
- OT (Operational Technology) background
- Cybersecurity experience
About Claroty
Claroty empowers organizations to protect the mission-critical infrastructure that underpins modern life. The AI-powered Claroty Platform serves as the single source of operational truth, providing the deepest visibility and broadest protection across cyber-physical systems (CPS), leveraging five core solutions: asset inventory, exposure management, network protection, secure access, and threat detection. Claroty helps organizations operationalize CPS protection through a programmatic approach designed to reduce risk, maintain operational integrity, and meet compliance–whether in the cloud with Claroty xDome or on-premise with Claroty Continuous Threat Detection (CTD). Claroty is deployed by hundreds of organizations at thousands of sites globally. The company is headquartered in New York City and has a presence in Europe, Asia-Pacific, and Latin America. To learn more, visit.
Claroty is widely recognized as the industry leader in CPS protection, backed by the world’s largest investment firms and industrial automation vendors. The company has been named a Leader in 2026 Gartner® Magic Quadrant™ for CPS Protection Platforms two years in a row, a Customers’ Choice in the 2026 Gartner® Peer Insights™ Voice of the Customer for CPS Protection Platforms, and a Leader and a Customer Favorite in The Forrester Wave™: Operational Technology Security Solutions, Q3 2026. Claroty has also been named to the Forbes Cloud 100 and Deloitte Technology Fast 500 multiple consecutive years.
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Originally posted on Himalayas