EMEA Associate Tech Support Engineer — Remote

Dragos, Inc.; United States; Remote; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Competitive Equity Package

Comprehensive Benefits Plan

Job summary

Dragos, Inc. is seeking an Associate Technical Support Engineer to deliver first-line, remote support for customers protecting critical infrastructure.

You will triage, diagnose, and resolve issues across enterprise environments, communicating clearly with customers while using AI tools to enhance response times. The role emphasizes ownership, calm communication, and a mission-driven mindset to safeguard power grids, water systems, and manufacturing facilities.

Qualifications

• Excellent communication skills with enterprise customers.
• Strong troubleshooting and problem-solving abilities.
• Self-starter with ownership and mission-driven mindset.
• 1–3 years in technical support or customer-facing technical roles.
• Working familiarity with Linux command line and core networking concepts.
• Comfort using AI tools with the engineer owning the result.

Responsibilities

• Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing; communicate clearly with enterprise customers.
• Triage cases by severity and impact; troubleshoot and resolve known issues in customers' environments.
• Use AI tools to draft responses, summarize histories, and surface knowledge while staying accountable for cases.
• Escalate complex issues to Tier 2/3 while maintaining context and driving resolution.
• Document case details, errors, and attempted steps for full traceability.
• Support routine product upgrades, patches, and configuration changes in customer environments.
• Contribute to knowledge base using Knowledge-Centered Service practices.
• Participate in a monthly weekend on-call rotation for time-sensitive issues.

Skills

Communication

Troubleshooting

Self-starting

AI tools

Linux CLI

Networking basics

Tools

Linux CLI

Networking

AI tooling

Job description

Dragos, Inc. is seeking an Associate Technical Support Engineer to deliver first-line, remote support for customers protecting critical infrastructure.

You will triage, diagnose, and resolve issues across enterprise environments, communicating clearly with customers while using AI tools to enhance response times. The role emphasizes ownership, calm communication, and a mission-driven mindset to safeguard power grids, water systems, and manufacturing facilities.