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Claroty · 1 month ago

Designated Support Engineer, Federal (DC Area)

United States

Full-time

Remote

Mid Level

$110K/yr - $125K/yr

3+ years exp

Claroty is a leading company in cyber-physical systems protection, seeking a Designated Support Engineer to provide exceptional support to federal customers. The role involves managing customer relationships, resolving complex issues, and collaborating with various teams to ensure customer satisfaction.

Cyber SecurityInternet of ThingsNetwork SecuritySecurity

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

Technical support experienceNetworking knowledgeLinux system administrationNetworking standards knowledgeNetworking tools experienceCustomer service skillsOperational Technology backgroundSecurity experienceDatabase experienceVirtualization experienceInterpersonal skillsTeam collaborationCommunication skills