Remote Senior Engineering Support & Observability Engineer

Socket.dev; United States; On-site; USD 117,000 - 143,000; Full time

Benefits offered by this job

Competitive Equity Package

Comprehensive Benefits Plan

Job summary

Dragos is seeking a Senior Engineering Support Engineer to act as a primary escalation point for complex customer issues within a remote-first, North America–led team. You will drive deep-dive investigations of the Dragos platform, collaborate with engineering and product teams, and help scale monitoring and observability across the stack.

You will mentor Tier 1/2 CX staff, maintain the knowledge base, and participate in on-call rotations to ensure timely resolution and strong customer

Qualifications

• 3+ years in technical support engineering or a closely related role.
• Experience troubleshooting distributed systems in production environments.
• Strong Linux system administration skills and first principles debugging.
• Experience with containerized environments (Kubernetes and Docker).
• Familiarity with observability platforms and building monitors/dashboards.
• Security-conscious mindset with relevant production experience.

Responsibilities

• Lead escalation triage and incident response for complex customer cases.
• Validate and document defects from escalations with reproducible steps.
• Build and maintain application observability via Datadog dashboards and alerts.
• Own customer communications throughout incident lifecycles.
• Create runbooks and playbooks for Tier 1/2 support.

Skills

Technical Support

Linux Administration

Kubernetes

Docker

Datadog

Elasticsearch

PostgreSQL

AWS (EKS/RDS/EC2)

Communication

On-call Incident Response

Tools

Datadog

Kubernetes

Docker

ELK Stack

AWS

SQL Databases

Job description

Dragos is seeking a Senior Engineering Support Engineer to act as a primary escalation point for complex customer issues within a remote-first, North America–led team. You will drive deep-dive investigations of the Dragos platform, collaborate with engineering and product teams, and help scale monitoring and observability across the stack.

You will mentor Tier 1/2 CX staff, maintain the knowledge base, and participate in on-call rotations to ensure timely resolution and strong customer