Claroty empowers the world's largest enterprises to secure their cyber-physical systems across industrial (OT), healthcare (IoMT), and enterprise (IoT) environments: the Extended Internet of Things (IoT). The Claroty 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. Our platform is deployed by hundreds of organizations at thousands of sites across all seven continents, and our customers represent critical national infrastructure across the healthcare, oil & gas, utilities, mining, and manufacturing verticals.
Founded in 2015, Claroty is headquartered in New York City, with more than 400 employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. Claroty has raised $635 million in funding from the world’s largest investment firms and industrial automation vendors – including SoftBank, Bessemer Venture Partners, Rockwell Automation, Schneider Electric, and Siemens – making it the most well-funded industrial cybersecurity company.
Claroty is a dynamic, fast-growing company, and we live our values of People First, Customer Obsession, Strive for Excellence, and Integrity. We are always searching for energetic people who will get excited about these values and make a difference.
The Vice President of Support will lead and manage the support team responsible for providing technical support to our customers. This position is responsible for managing support for both our cloud-based and on-premises products. The successful candidate will have a passion for customer service and will be able to provide exceptional support to our customers.
If you are passionate about providing exceptional customer support and have experience leading a support team in a cybersecurity or related industry, we encourage you to apply for this exciting opportunity to join our team as Vice President of Support.
Requirements:
- 10+ years of experience in a technical support leadership role.
- Experience supporting both cloud-based and on-premises products.
- Experience working in a cybersecurity or related industry.
- Strong leadership skills with the ability to motivate and develop a team.
- Excellent communication skills, both written and verbal.
- Experience developing and implementing SLAs and KPIs.
- Experience working with cross-functional teams.
- Ability to work in a fast-paced, dynamic environment.
Responsibilities:
- Manage the day-to-day operations of the support team.
- Develop and maintain processes to ensure timely and effective resolution of customer issues.
- Develop and maintain service level agreements (SLAs) for support requests.
- Ensure that customer issues are resolved in a timely and professional manner.
- Collaborate with other teams, such as engineering and product management, to identify and resolve product issues.
- Develop and maintain a comprehensive knowledge base to support customers.
- Develop and implement customer satisfaction metrics and drive continuous improvement of the support experience.
- Manage the support team's performance and provide coaching and mentoring to team members.
- Hire and train new support team members.
Region:
Tel Aviv
