Remote APAC Tech Support Engineer – Critical Infrastructure

Dragos; United States; A distancia; USD 46.000 - 63.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive Equity Package

Comprehensive Benefits Plan

Descripción de la vacante

Dragos is hiring an Associate Technical Support Engineer for a fully remote role across the Americas. You will be the first point of contact for customers, triaging, diagnosing, and resolving issues in enterprise environments, with a focus on critical infrastructure protection.

Responsibilities include handling inquiries via email/chat/phone, escalating complex cases, and contributing to the knowledge base.

Formación

• Excellent communication: clear, calm, and professional with enterprise customers.
• Strong troubleshooting and problem-solving skills with a methodical approach to driving issues to resolution.
• Self-starter mindset with ownership and motivation for protecting critical infrastructure.
• Experience or familiarity with Linux command line and core networking concepts.
• Comfort using AI tools day to day with verification and ownership of results.

Responsabilidades

• Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing.
• Triage cases by severity and impact, troubleshoot and resolve common issues in customers' environments.
• Use AI tools to draft responses, summarize case histories, and surface knowledge while maintaining ownership.
• Escalate complex issues to Tier 2/3 while staying on the case and maintaining context.
• Document each case with system details, error messages, and steps attempted.
• Support product upgrades, patches, and configuration changes in established environments.
• Contribute to knowledge base using KCS practices and have peer review.
• Participate in weekend on-call rotation (about one weekend per month).

Conocimientos

Communication

Troubleshooting

Self-starter

Linux basics

AI tools

Enterprise customers

Descripción del empleo

Dragos is hiring an Associate Technical Support Engineer for a fully remote role across the Americas. You will be the first point of contact for customers, triaging, diagnosing, and resolving issues in enterprise environments, with a focus on critical infrastructure protection.

Responsibilities include handling inquiries via email/chat/phone, escalating complex cases, and contributing to the knowledge base.