Associate Technical Support Engineer - APAC

Linuxconfig; Singapore; In loco; SGD 42.000 - 66.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive Equity Package

Descrizione del lavoro

Dragos is seeking an Associate Technical Support Engineer for APAC. You will be the first point of contact for enterprise customers, delivering remote-first support across email, chat, and phone while triaging issues and guiding them to resolution.

In this role you will use AI-assisted tools, document cases, and collaborate with Tier 2/3 teams to ensure critical infrastructure stays protected. A strong communicator with 1–3 years in tech support thrives here.

Competenze

• Excellent communication with enterprise customers and clear explanations.
• Strong troubleshooting and problem-solving with a methodical approach.
• 1–3 years in technical support or customer-facing role; willing to learn Linux basics.

Mansioni

• Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing.
• Triage cases by severity and impact, troubleshoot and apply documented fixes.
• Use AI tools to draft responses while owning the case.
• Escalate complex issues to Tier 2/3 while maintaining case context.
• Document case details and contribute to knowledge base.
• Support routine product upgrades and configuration changes.
• Participate in monthly weekend on-call rotation.

Conoscenze

Communication skills

Troubleshooting

Self-starter

Technical support experience

Linux basics

AI tools

Strumenti

Linux command line

AI tools

Descrizione del lavoro

Associate Technical Support Engineer - APAC

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. Those critical infrastructure systems that power our civilization around the world are under attack every day by adversaries. When those systems fail, people are immediately at risk. We are the global leader in xOT cybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understand what is at stake . Here, you will find a remote-first mission-driven team across North America, Europe, the Middle East, and APAC built on authenticity, transparency, and trust. If safeguarding the systems that protect your family, friends, and community is the kind of work that matters to you, you are in the right place.

About the Role :

As an Associate Technical Support Engineer at Dragos, you are the first person customers reach when they need help with the products that protect their critical infrastructure. You provide first-line support for customers' existing environments: triaging cases, resolving common and known issues, and making sure every customer feels heard. This is a fully remote role open across the Americas region.

This is a mission-driven, customer-facing role where how you communicate matters as much as what you know. We are looking for a self-starter who stays calm and clear with enterprise customers and is motivated by what is at stake: keeping power grids, water systems, pipelines, and manufacturing plants safe. Technical depth can be taught here. The communication, ownership, and drive you bring are what set you up to succeed. You can't protect what you can't see, and the work starts with the people who answer the call.

Responsibilities :

Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing, communicating clearly and professionally with enterprise customers throughout the life of each case.

Triage cases by severity and impact, then troubleshoot and resolve common, known issues in customers' existing environments using documented solutions, prior cases, and established fixes.

Use AI tools to work cases faster by drafting responses, summarizing case histories, and surfacing relevant knowledge, while verifying their output and maintaining ownership of every case.

Escalate complex issues to Tier 2 and Tier 3 while staying on the case. Dragos uses a hybrid tiered-and-swarming model, so you keep context, help drive resolution, and learn directly from each escalation rather than handing the case off.

Document each case thoroughly so the full picture travels with it: system details, error messages, and steps already attempted.

Support routine product upgrades, patches, and configuration changes in established customer environments, following standard procedures.

Contribute to the knowledge base as part of resolving cases, using Knowledge-Centered Service (KCS) practices to write technical content to be reviewed by a peer before it is published.

Participate in a team-wide weekend on-call rotation, approximately one weekend per month, to maintain coverage for time-sensitive issues.

Qualifications :

Excellent communication skills: clear, calm, and professional with enterprise customers, able to explain technical concepts to both technical and non-technical audiences. This is the heart of the role.

Strong troubleshooting and problem-solving skills, with a methodical, curious approach to driving issues to resolution.

A self-starter mindset, with ownership and genuine motivation for the mission of protecting critical infrastructure.

1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability.

Working familiarity with the Linux command line and core networking concepts, or the drive to learn them quickly.

Comfort using AI tools day to day, with the judgment to verify their output and the understanding that the engineer, not the tool, owns the result.

Compensation :

• Competitive Equity Package

#LI-BR1 #LI-REMOTE

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Dragos’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.