Nishant Shah

About Nishant Shah

With over 13 years of experience in technical support, troubleshooting, and customer success, I currently serve as Global Support Tier 1–Tier 2 Manager at Claroty, the leading provider of industrial cybersecurity (OT/IoT) solutions.I lead support operations in India, overseeing global Tier 1 and Tier 2 teams to ensure high-quality, timely resolutions for enterprise customers worldwide. I collaborate closely with Product Management, R&D, Sales, and Support functions to capture customer requirements, manage escalations, and drive continuous improvement in support processes and customer experience.Passionate about delivering exceptional service in the critical domain of operational technology security and building efficient, scalable support organizations.

Experience

1. Product Support Manager

   Claroty

   Jun 2024 — Present · IN

   Leading India-based support operations with global oversightAs Global Support Tier 1–Tier 2 Manager at Claroty — the leader in industrial cybersecurity protecting cyber-physical systems (OT, IoT) — I lead high-performing support teams delivering exceptional technical support for The Claroty Platform, including xDome (SaaS-powered CPS protection & secure remote access) and Continuous Threat Detection (CTD).Key Responsibilities:Direct day-to-day operations of Tier 1 and Tier 2 global support teams, with primary leadership of the India support function — our India team works globally 24×7 across all time zones, handling all regions worldwide from India.Oversee investigation, reproduction, and resolution of enterprise-reported problems across asset visibility, exposure management, network protection, threat detection, and secure access solutions — minimizing operational disruption for industrial, energy, utilities, and manufacturing customers.Manage escalations, priority incidents, and SLAs; provide root-cause analysis, workarounds, and permanent fixes while maintaining high CSAT and NPS scores.Collaborate cross-functionally with Product Management, R&D/Engineering, Sales, and Customer Success teams to capture customer requirements, feedback, and enhancement requests — driving product improvements and proactive support strategies.Mentor and develop support engineers, implement process optimizations, knowledge base enhancements, and training programs focused on OT-specific cybersecurity challenges.Champion operational excellence by refining support workflows, tools, metrics, and documentation to scale efficiently in a fast-growing SaaS + on-premise hybrid model.

Education

• Ryerson University

  Masters, computer networking

  2010 — 2011

Skills

• Routers
• Networking
• Routing
• Switches
• Cisco Technologies
• Routing Protocols
• Ccna
• Vlan
• Virtual Private Network (Vpn)
• Frame Relay
• Servers
• Troubleshooting
• Dns
• Eigrp
• Cisco Routers
• Bgp
• Qos
• Ccnp
• Rip
• Vpn
• Ospf
• Ipsec
• Firewalls