Remote Associate Technical Support Engineer

Dragos, Inc.; United States; Remote; USD 61,000 - 75,000; Full time

Job summary

Dragos, Inc. is hiring an Associate Technical Support Engineer for a remote-first, Americas-wide role. You will be the first point of contact for customers, triaging issues and delivering clear, professional guidance to protect critical infrastructure.

You will use AI tools to speed responses, document cases, and contribute to the knowledge base. A 1–3 year technical support background and US citizenship are required, with weekend on-call rotations and collaboration with Tier 2/3 teams.

Qualifications

• US Citizenship required.
• Clear, calm and professional with enterprise customers.
• Strong troubleshooting and methodical problem-solving.
• Self-starter with ownership and mission motivation.
• 1–3 years in technical support or customer-facing tech roles.
• Familiarity with Linux CLI and core networking concepts.
• Comfort using AI tools with ownership of results.

Responsibilities

• Serve as the primary contact for incoming support requests via email, chat, phone, and ticketing.
• Triage cases by severity and impact; troubleshoot and resolve known issues.
• Use AI tools to draft responses, summarize histories, and surface knowledge.
• Escalate complex issues to Tier 2/3; stay on the case and maintain context.
• Document cases with system details, errors, and attempted steps.
• Support product upgrades, patches, and configuration changes per procedures.
• Contribute to the knowledge base using KCS practices, peer-reviewed.
• Participate in weekend on-call rotation, approx. one weekend per month.

Skills

Excellent communication skills

Troubleshooting & problem-solving

Self-starter mindset

Linux command line familiarity

Comfort using AI tools

Job description

Dragos, Inc. is hiring an Associate Technical Support Engineer for a remote-first, Americas-wide role. You will be the first point of contact for customers, triaging issues and delivering clear, professional guidance to protect critical infrastructure.

You will use AI tools to speed responses, document cases, and contribute to the knowledge base. A 1–3 year technical support background and US citizenship are required, with weekend on-call rotations and collaboration with Tier 2/3 teams.