Designated Support Engineer, Federal; DC Area

Designated Support Engineer, Federal (DC Area)

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We’re growing and looking to hire a Designated Support Engineer supporting our federal customers. In this role you will be responsible for providing white‑glove support leveraging your strong customer service and technical skills to drive resolution and customer satisfaction. You will take full ownership of the customer, including weekly calls and handling escalations. While this is a remote role, we are only considering candidates in the DC area at this time.

This role will require occasional travel to customer sites & team on‑sites.

Claroty has redefined cyber‑physical systems (CPS) protection with an unrivaled industry‑centric platform built to secure mission‑critical infrastructure. The Claroty Platform provides the deepest asset visibility and the broadest, built‑for‑CPS solution set in the market comprising exposure management, network protection, secure access, and threat detection – whether in the cloud with Claroty xDome or on‑premise with Claroty Continuous Threat Detection (CTD). Backed by award‑winning threat research and a breadth of technology alliances, the Claroty Platform enables organizations to effectively reduce CPS risk with the fastest time‑to‑value and lower total cost of ownership.

Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

• Work independently to investigate issues reported by enterprise customers, reproduce problems, and engage team members as needed.
• Demonstrate critical thinking, strong communication skills, and the ability to develop strategic, long‑term customer relationships.
• Maintain excellent relationships with Claroty Enterprise Support customers, Technical Account Managers, Product Management, and local account teams.
• Analyze and resolve complex, high‑impact customer problems.
• Maintain a proactive approach to customer satisfaction by identifying and resolving concerns or technical roadblocks.
• Escalate support cases and priority issues to management when necessary.
• Identify and independently take on additional tasks or responsibilities that improve team efficiency.
• Provide visibility into customer status through regular reporting and cadence calls.
• Collaborate closely with deployment and engineering teams to maintain awareness of customer environments, ensuring smooth handoffs and consistent operational readiness.
• Document solutions, best practices, and lessons learned to contribute to Claroty’s internal knowledge base and improve overall support quality.

• 3+ years of experience in a technical support engineering role.
• Strong networking knowledge and Linux system administration/troubleshooting.
• Understanding of networking standards such as DNS, DHCP, TCP/IP, and HTTP.
• Experience using networking tools (e.g., Wireshark, tcpdump).
• Strong customer‑focused mindset with a commitment to delivering excellent service and building trusted relationships.
• Excellent interpersonal and communication skills.
• Strong team player with a collaborative mindset.
• US Citizen with ability to obtain security clearance.

• Experience with databases and virtualization.
• Operational Technology (OT) background.
• Security experience.

• As a Great Place to Work® certified company, we take pride in the culture we’ve built together—one rooted in camaraderie, credibility, fairness, and respect.
• Claroty is a people‑first company. With strong bonds amongst the team, we believe in prioritizing personal care and support over work, confident that results follow from a harmonious environment. We celebrate professional and personal successes, committed to fostering a diverse and inclusive space.
• Stability: we demonstrate continued growth over the past few years, raised over $700 M from top tier investors, and have a top‑tier board with products sold worldwide to over 1,000 customers.
• We understand the importance of maintaining a healthy work‑life balance, and encourage people to take the time they need to rest and prioritize their mental and physical health. We also provide…