Staff Engineering Support Engineer

Dragos, Inc.; United Kingdom; On-site; GBP 64,600 - 87,400; Full time

Benefits offered by this job

Competitive equity package

Comprehensive benefits plan

Job summary

Dragos is seeking a Staff Engineering Support Engineer to join the Site Reliability and Support team in the United Kingdom. This senior IC role acts as the anchor for EMEA coverage, handling Tier‑3 customer escalations and cloud operations for the Dragos platform, reporting to the Engineering SRE & Support Manager.

You will collaborate across Customer Experience, Engineering, and Product Development to resolve high‑impact issues and keep cloud-hosted deployments running reliably, delivering

Qualifications

• Experience troubleshooting complex distributed systems in production.
• Hands-on with cloud platforms and container orchestration.
• Strong Linux administration and CLI skills.
• Experience with Elasticsearch or PostgreSQL in production.
• Experience building monitoring and alerting (Datadog/Prometheus/Grafana).
• Excellent written documentation for RCAs and runbooks.
• Customer-facing engineering experience with SLA pressure.

Responsibilities

• Lead cross-team incident triage for high-impact outages and escalations.
• Develop and maintain observability for cloud deployments with monitors and dashboards.
• Serve as senior escalation point for complex EMEA cases.
• Create scenario-based troubleshooting guides, playbooks, and KB articles.
• Identify recurring failure modes and collaborate on permanent fixes.

Skills

Distributed systems

Cloud operations

Kubernetes

Linux administration

Monitoring & alerting

Customer-facing experience

Technical documentation

Incident response

Tools

Datadog

Prometheus

Grafana

Elasticsearch

PostgreSQL

AWS

Azure

GCP

Job description

Dragos is on a relentless mission to defend industrial organizations that provide us with the necessities of modern civilization; running water, functioning electricity, and safe industrial working environments. As the market leader in IC SO/OT Cybersecurity, we are dedicated to arming our customers with best-in-class technology, threat intelligence, and services to protect their systems as effectively and efficiently as possible. We’re a remote‑first culture with operations in North America, Europe, the Middle East, and APAC. We’re looking for mission‑oriented teammates who embody our core values of authenticity, transparency, and trust. Are you ready to make a difference? Come join a mission that can save the world!

About The Role

Dragos is looking for a Staff Engineering Support Engineer to join the Site Reliability and Support team, based in the United Kingdom. This role is a critical anchor for EMEA coverage, operating as a senior individual contributor embedded in a global team that handles Tier‑3 customer escalation triage and cloud operations for the Dragos platform. You will report to the Engineering SRE & Support Manager and work closely with Customer Experience, Engineering, and Product Development teams across time zones to resolve high‑impact issues and keep cloud‑hosted customer deployments running reliably. This person will directly support Dragos’ mission by ensuring that industrial defenders running our platform in critical infrastructure environments get expert, timely engineering response — in their time zone.

Responsibilities

• Lead cross-team incident triage for high-impact customer outages and escalations, coordinating Engineering, Product, and Customer Experience response, and contributing to preliminary root cause analysis and postmortem documentation.
• Develop and maintain observability for cloud-hosted customer deployments — build and refine system monitors, dashboards, and alerting to ensure proactive detection and fast response to platform health events.
• Serve as the senior escalation point for complex support cases in EMEA, working cases that involve multi-component interactions, deep platform internals, and unusual failure modes beyond standard troubleshooting guides.
• Translate field experience into documentation — author comprehensive scenario-based troubleshooting guides, playbooks, and knowledge base articles that Tier 1/2 support staff can act on independently.
• Drive pattern recognition across the customer base — identify recurring failure modes, surface trends to product teams, and actively collaborate on permanent fixes rather than workarounds.

Qualifications

• Demonstrated experience troubleshooting complex distributed systems in production environments — comfortable reading logs, tracing component interactions, and isolating root cause under pressure.
• Hands‑on experience with cloud infrastructure operations (AWS, Azure, or GCP) and container orchestration platforms (Kubernetes), including day‑to‑day fleet maintenance and incident response.
• Solid understanding of Linux systems administration and command-line tooling.
• Experience supporting Elasticsearch, PostgreSQL, or similar database platforms in a production environment.
• Experience developing and maintaining monitoring and alerting infrastructure (e.g., Datadog, Prometheus, Grafana) — not just consuming dashboards, but building and tuning them.
• Strong written communication skills with a demonstrated ability to produce clear, accurate technical documentation (RCAs, runbooks, postmortems) for both internal and customer-facing audiences.
• Experience operating effectively in a customer-facing or customer‑adjacent engineering role, with the judgment to balance urgency and thoroughness on competing priorities under SLA pressure.

Compensation

• Salary: £76,000
• Competitive Equity Package
• Comprehensive Benefits Plan

Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.