​This is a full-time Designated Support Engineer (DSE) role at Claroty, a leader in Cyber-Physical Systems (CPS) protection, specifically supporting Federal customers. This position requires providing “white-glove support” and taking full ownership of the customer relationship, including managing weekly calls, handling all escalations, and maintaining a proactive approach to satisfaction.

• ​Location: Remote (Only considering candidates in the DC area at this time).
• ​Clearance: US Citizen with the ability to obtain security clearance.
• ​Experience: 3+ years of experience in a technical support engineering role.
• ​Focus: White-glove technical support, managing customer environments and escalations, Linux system administration, networking troubleshooting, and collaborating with deployment/engineering teams.

​Responsibilities: Ownership, Investigation, and Communication

​The DSE operates independently, driving complex issue resolution while managing the strategic technical relationship with the customer.

• ​Customer Ownership: Provide white-glove support, including conducting weekly cadence calls and maintaining excellent relationships with customers and internal teams (Product Management, Technical Account Managers).
• ​Advanced Investigation: Work independently to investigate issues reported by enterprise customers, reproduce problems, and analyze and resolve complex, high-impact customer problems.
• ​Proactive Management: Maintain a proactive approach to customer satisfaction by identifying and resolving concerns or technical roadblocks before they escalate.
• ​Visibility & Documentation: Provide visibility into customer status through regular reporting. Document solutions, best practices, and lessons learned to contribute to the internal knowledge base.
• ​Collaboration: Collaborate closely with deployment and engineering teams to ensure smooth handoffs and consistent operational readiness.

​Required and Preferred Qualifications

​The role demands strong foundational networking/Linux skills and domain knowledge in industrial control environments.

• ​Experience: 3+ years of experience in a technical support engineering role.
• ​Core Technical Skills:
  • ​Strong networking knowledge (DNS, DHCP, TCP/IP, and HTTP).
  • ​Linux system administration/troubleshooting.
  • ​Experience using networking tools (e.g., Wireshark, tcpdump).
• ​Security/Domain (Plus):
  • ​Operational Technology (OT) background (highly valuable).
  • ​Security experience.
• ​General Skills: Strong customer-focused mindset, excellent interpersonal and communication skills, and critical thinking abilities to develop strategic, long-term customer relationships.