Product Support Engineer Claroty - Remote India

Product Support Engineer

Claroty empowers organizations to secure cyber-physical systems across industrial (OT), healthcare (IoMT), and enterprise (IoT) environments: the Extended Internet of Things (XIoT). The company's unified platform integrates with customers' existing infrastructure to provide a full range of controls for visibility, risk and vulnerability management, threat detection, and secure remote access.

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.

This position requires availability to work on a shift schedule from Thursday through Monday, with Tuesday and Wednesday as days off.

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 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

What you need to succeed in this role:

• 3+ years of experience in Technical Support, Product Support, or Customer-Facing Engineering roles within cybersecurity, networking, SaaS, or enterprise software environments
• Strong troubleshooting skills across networking (TCP/IP, DNS, routing), Linux/Windows systems, and enterprise infrastructures
• Experience supporting complex, production-grade customer environments
• Ability to analyze logs, debug technical issues, and clearly articulate findings to both technical and non-technical stakeholders
• Proven ability to manage multiple high-priority cases simultaneously in a fast-paced environment
• Strong written and verbal communication skills in English
• Customer-first mindset with the ability to build trust and long-term partnerships
• Experience working cross-functionally with Product and Engineering teams
• Advantage: Experience in OT/ICS environments, SIEM integrations, cloud platforms (AWS/Azure/GCP), or cybersecurity solutions

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 Wave™: 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.