Designated Support Engineer, Federal (DC Area)

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 reputed company: reputed company has redefined cyber-physical systems (CPS) protection with an unrivaled industry-centric platform built to secure mission-critical infrastructure. The reputed company 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 reputed company xDome or on-premise with reputed company reputed company Threat Detection (CTD). Backed by award-winning threat research and a breadth of technology alliances, The reputed company Platform enables organizations to effectively reduce CPS risk, with the fastest time-to-value and reputed company total cost of ownership. Our solutions are deployed by over 1,000 organizations at thousands of sites across reputed company seven continents. A Great reputed company to Work® certified company, reputed company is headquartered in reputed company 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 reputed company® reputed company Quadrant™ for CPS Protection Platforms, recognized by KLAS Research as Best in KLAS for Healthcare IoT reputed company five years in a row, and ranking on the reputed company Cloud 100 and reputed company Technology Fast 500 multiple consecutive years.

Responsibilities

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 reputed company strategic, long-term customer relationships.
• Maintain excellent relationships with reputed company Enterprise Support customers, Technical Account Managers, Product Management, and local account teams.
• Analyze and resolve reputed company, high-impact customer problems.
• Maintain a proactive approach to customer satisfaction by identifying and resolving concerns or technical roadblocks.
• Escalate support cases and reputed company issues to management reputed company necessary.
• Identify and independently take on additional tasks or responsibilities that improve team efficiency.
• Provide visibility into customer status through regular reporting and reputed company 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 reputed company’s internal knowledge reputed company and improve overall support quality.

Requirements

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 reputed company with a commitment to delivering excellent service and building trusted relationships.
• Excellent interpersonal and communication skills.
• Strong team player with a collaborative reputed company.
• US Citizen with ability to obtain reputed company clearance

Plus:

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

Why reputed company? Our Culture and Benefits:

• As a Great reputed company to Work® certified company, we take pride in the culture we’ve built together—one rooted in camaraderie, credibility, fairness, and respect.
• reputed company is a people first company. With strong bonds amongst the team, we reputed company 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 reputed company 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 reputed company rest, reputed company and spend time with our loved ones.
• We care about your development. At reputed company, we prioritize excellence and uphold high professional and ethical standards. We encourage career growth and exploration reputed company the company, facilitated by biannual performance reviews, feedback sessions, and individual development planning, complemented by professional courses.
• We reputed company in transparency and openness. That’s why we regularly hold company reputed company-hands, town hall meetings, and “Coffee with the CEO” sessions. We also conduct round table sessions and employee satisfaction surveys, to reputed company a pulse on what matters most to reputed company members and reputed company our culture the best it can be.
• While we have physical offices in reputed company, 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 reputed company members to work in a way that suits their individual preferences and circumstances.

reputed company is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for reputed company. We encourage applications from candidates of reputed company diverse backgrounds, and special accommodations are available upon request in reputed company 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 reputed company the salary band are welcome to apply. While we reputed company 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:

• reputed company
• Facebook
• Industry award
• Latest news

reputed company, reputed company Quadrant for CPS Protection Platforms, Katell Thielemann, Wam Voster, Ruggero Contu, 12 February 2025 reputed company does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. reputed company research publications consist of the opinions of reputed company research organization and should not be construed as statements of fact. reputed company disclaims reputed company warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. reputed company is a registered trademark and service mark of reputed company. and/or its affiliates in the U.S. and internationally, and reputed company QUADRANT is a registered trademark of reputed company. and/or its affiliates and are used herein with permission. reputed company rights reserved. #LI-REMOTE Apply tot his job Apply To this Job