Remote APAC Associate Technical Support Engineer

Dragos, Inc.; Singapore; A distancia; SGD 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive Equity Package

Comprehensive Benefits Plan

Descripción de la vacante

Dragos is seeking an Associate Technical Support Engineer to be the first point of contact for customers across email, chat, phone, and ticketing. This fully remote role serves APAC and emphasizes clear communication, triage, and resolution of issues in enterprise environments.

You will triage severity, leverage documented fixes, and use AI tools to draft responses while owning the case. Weekend on-call rotation is required to ensure coverage for time-sensitive incidents.

Formación

• Excellent communication skills: clear, calm, and professional with enterprise customers, able to explain technical concepts to both technical and non-technical audiences.
• 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.

Responsabilidades

• 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.

Conocimientos

Communication

Troubleshooting

Self-starter

Ownership

AI tools

Linux basics

Herramientas

Linux CLI

AI tools

Descripción del empleo

Dragos is seeking an Associate Technical Support Engineer to be the first point of contact for customers across email, chat, phone, and ticketing. This fully remote role serves APAC and emphasizes clear communication, triage, and resolution of issues in enterprise environments.

You will triage severity, leverage documented fixes, and use AI tools to draft responses while owning the case. Weekend on-call rotation is required to ensure coverage for time-sensitive incidents.