EMEA Technical Support Engineer (Associate) – Remote

Dragos; United States; Remote; USD 60,000 - 86,000; Full time

Benefits offered by this job

Competitive Equity Package

Comprehensive Benefits Plan

Job summary

Dragos is a remote-first company protecting critical infrastructure across North America, Europe, the Middle East, and APAC. As an Associate Technical Support Engineer, you will be the first point of contact for customers using our products to safeguard power grids, water systems, pipelines, and manufacturing facilities.

You will triage, troubleshoot, and resolve issues in enterprise environments, leveraging documented fixes and AI tools, while owning every case end-to-end.

Qualifications

• Clear, calm communication with enterprise customers.
• Strong troubleshooting with methodical problem-solving.
• 1–3 years in technical support or equivalent.
• Familiarity with Linux CLI and core networking.
• Comfort using AI tools and validating outputs.

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.

Skills

Excellent communication

Troubleshooting

Self-starter

Enterprise customer handling

Ownership

AI tool usage

Tools

Linux CLI

Networking basics

AI tools usage

Job description

Dragos is a remote-first company protecting critical infrastructure across North America, Europe, the Middle East, and APAC. As an Associate Technical Support Engineer, you will be the first point of contact for customers using our products to safeguard power grids, water systems, pipelines, and manufacturing facilities.

You will triage, troubleshoot, and resolve issues in enterprise environments, leveraging documented fixes and AI tools, while owning every case end-to-end.