Designated Support Engineer, Federal

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.

About Claroty:   

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.

A Great Place to Work certified company, Claroty is headquartered in New York City with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in CPS protection, with backing from the world's largest investment firms and industrial automation vendors, as well as being named a Leader in the 2025 Gartner Magic Quadrant for CPS Protection Platforms, 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 multiple consecutive years. 

As an Product Support Engineer , Your impact will be: 

• 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.

What do you need to succeed in this role?

• 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

Plus:

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

Why Claroty? Our Culture and Benefits: 

• 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 700M$ from top tier investors, we have top tier board members and our products are sold worldwide, over 1000 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 a biannual "ClaroBreak", a company-wide long weekend shutdown so we can all rest, recharge and spend time with our loved ones.
• We care about your development. At Claroty, we prioritize excellence and uphold high professional and ethical standards. We encourage career growth and exploration within the company, facilitated by biannual performance reviews, feedback sessions, and individual development planning, complemented by professional courses.
• We believe in transparency and openness. That's why we regularly hold company all-hands, town hall meetings, and "Coffee with the CEO" sessions. We also conduct round table sessions and employee satisfaction surveys, to keep a pulse on what matters most to our team members and make our culture the best it can be. 
• While we have physical offices in New York, Tel Aviv, London and Singapore, we also embrace a hybrid working culture. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.  

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.

Expected compensation for the role is between $110,000 - $125,000 USD.  This is a good faith estimate but does not include equity, bonus, or other forms of payment. Pay will be by experience level, but those outside the salary band are welcome to apply.

While we believe competitive compensation is a critical aspect of your decision to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something amazing here, and we hope you are as excited about the future as we are.

You're more than welcome to follow us on social media:

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Gartner, Magic Quadrant for CPS Protection Platforms, Katell Thielemann, Wam Voster, Ruggero Contu, 12 February 2025

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