New Associate Technical Support Engineer - APAC (Fully Remote)

Dragos; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Dragos is seeking a fully remote, customer-facing support professional to be the first point of contact for customers protecting critical infrastructure. You triage and resolve issues, escalate complex cases, and maintain ownership with clear communication.

The role uses AI tools to accelerate case work while ensuring verified outputs, and includes weekend on-call rotations with contributions to the knowledge base via KCS practices.

Qualifications

• Excellent communication with enterprise customers, both technical and non-technical audiences.
• Strong troubleshooting and problem-solving skills with a methodical and curious approach.
• Working familiarity with Linux command line and core networking concepts, plus comfort using AI tools.

Responsibilities

• Serve as the primary contact for support requests across email, chat, phone, and ticketing, documenting each case thoroughly.
• Use AI tools to work cases faster while verifying outputs and maintaining ownership of every case.
• Participate in a team-wide weekend on-call rotation and contribute to the knowledge base using KCS practices.

Skills

Customer support

Troubleshooting

Linux CLI

Networking basics

AI tools usage

Tools

Ticketing systems

Knowledge base (KCS)

AI tooling

Job description

• This is a fully remote, customer-facing role where you are the first point of contact for customers protecting critical infrastructure.
• You will triage and resolve common issues while escalating complex cases, maintaining ownership and clear communication throughout.

Responsibilities

• Serve as the primary contact for support requests across email, chat, phone, and ticketing, documenting each case thoroughly.
• Use AI tools to work cases faster while verifying outputs and maintaining ownership of every case.
• Participate in a team-wide weekend on-call rotation and contribute to the knowledge base using KCS practices.

What We're Looking For

• Excellent communication skills with enterprise customers, both technical and non-technical audiences.
• Strong troubleshooting and problem-solving skills, with a methodical and curious approach.
• Working familiarity with Linux command line and core networking concepts, plus comfort using AI tools.

Dragos

Dragos is a global leader in operational technology (OT) cybersecurity, protecting critical infrastructure like power and water systems by combining technology, threat intelligence, and expert services. The company is a remote-first, mission-driven team across North America, Europe, the Middle East, and APAC, built on authenticity, transparency, and trust.