Designated Support Engineer, Federal

Claroty•New York, NY

10d•$110,000 - $125,000•Remote

About The Position

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, candidates need to me located in the Mid-Atlantic region. This role will require occasional travel to customer sites & team on-sites. Claroty’s Public Sector practice is rapidly expanding to secure the mission-critical systems that our society’s safety and stability depend on. We are looking for mission-driven professionals who want to join a high-growth team dedicated to protecting critical infrastructure and ensuring essential services remain resilient and uninterrupted.

Requirements

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

Nice To Haves

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

Responsibilities

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.