Description
At Dragos, the mission is personal. The systems we protect deliver the water you drink, power your home, and keep the hospitals your community depends on running.
As a Senior Technical Support Engineer at Dragos, you'll be a key contributor to our mission of protecting critical infrastructure from cyber threats. This role is essential to resolving complex technical issues, supporting customer success, and strengthening the reliability of the Dragos Platform.
Responsibilities:
- Provide advanced technical support for the Dragos Platform, handling escalated tickets that require deep troubleshooting and technical analysis.
- Investigate and resolve complex issues involving Kubernetes, Linux, hardware, cloud infrastructure, and various other components.
- Validate reported issues by replicating problems in lab environments, analyzing logs, and identifying known solutions from documentation and prior cases.
- Escalate unresolved issues to Engineering Support, ensuring all findings, attempted resolutions, and relevant context are clearly documented.
- Collaborate with internal teams to share insights, improve support processes, and contribute to knowledge base content.
- Maintain professional communication with customers throughout the troubleshooting process, delivering timely updates and clear explanations.
- Participate in the escalation engineer and weekend on-call rotations (up to one weekend per month), ensuring high availability for critical issues.
- Contribute to continuous improvement by documenting complex solutions, updating internal knowledge bases, and refining support processes.
Requirements:
- MUST be a US Citizen
- 4+ years of experience in technical support, systems engineering, or a related field.
- Proficiency in Linux administration and troubleshooting.
- Hands-on experience with Kubernetes, hardware diagnostics, and cloud platforms (especially AWS).
- Familiarity with tools such as RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Postgres.
- Strong troubleshooting skills across APIs, networking, and hybrid cloud/on-prem environments.
- Genuine enthusiasm for helping customers succeed, with a proactive approach to solving technical challenges in a fast-paced environment.
- A natural curiosity and ability to quickly learn and adapt to new technologies and tools.
- Excellent communication skills and a customer-first mindset.
Bonus Points:
- Experience in OT/ICS environments or industrial cybersecurity.
- Familiarity with the Dragos Platform or similar cybersecurity tools.
- Knowledge of industrial protocols (e.g., Modbus, DNP3, OPC).
- Prior experience supporting enterprise customers in regulated industries.
Compensation:
- Salary: $96,000
- Competitive Equity Package
- Comprehensive Benefits Plan
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