Remote Associate Technical Support Engineer

Dragos; United States; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive Equity Package

Job summary

Dragos is hiring an Associate Technical Support Engineer - Federal in the United States. This fully remote role serves enterprise customers, triaging and resolving issues in customers’ environments, with a focus on critical infrastructure protection.

The position emphasizes clear communication and ownership, across a remote-first Americas region. The role involves handling email, chat, phone, and ticketing, using AI tools, and participating in a monthly on-call schedule to maintain coverage for

Qualifications

• MUST be a US Citizen.
• Excellent communication skills: clear, calm, and professional with enterprise customers.
• Strong troubleshooting and problem-solving skills with a methodical approach.
• Self-starter mindset with ownership and mission motivation.
• 1 to 3 years in technical support or customer-facing technical role.
• Working familiarity with the Linux command line and core networking concepts, or willing to learn.
• Comfort using AI tools with the ability to verify outputs and own results.

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' environments using documented solutions and fixes.
• Use AI tools to draft responses, summarize case histories, and surface knowledge while verifying output and owning the case.
• Escalate complex issues to Tier 2 and Tier 3 while staying on the case in Dragos' hybrid model.
• Document each case thoroughly: system details, error messages, and attempted steps.
• Support routine product upgrades, patches, and configuration changes in established customer environments.
• Contribute to the knowledge base using KCS practices and peer review before publishing.
• Participate in a team-wide weekend on-call rotation (~1 weekend per month).

Skills

Communication

Troubleshooting

Self-starter

1-3 years exp

Linux CLI

AI tools

Job description

Dragos is hiring an Associate Technical Support Engineer - Federal in the United States. This fully remote role serves enterprise customers, triaging and resolving issues in customers’ environments, with a focus on critical infrastructure protection.

The position emphasizes clear communication and ownership, across a remote-first Americas region. The role involves handling email, chat, phone, and ticketing, using AI tools, and participating in a monthly on-call schedule to maintain coverage for