Designated Support Engineer, Federal (DC Area)

Description

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. 

Requirements:

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.