Senior Technical Support Engineer - Federal

Dragos, Inc.; Lennox Park (MD); Remote; USD 86,000 - 106,000; Full time

Benefits offered by this job

Comprehensive Benefits

Competitive Equity

Remote-friendly

Job summary

Dragos, Inc. is hiring a Senior Technical Support Engineer to resolve complex issues, support customer success, and enhance the Dragos Platform's reliability. You will act as a trusted technical advisor to enterprise customers, working with modern infrastructure, observability tools, and platform integrations.

You will join a remote-first, globally distributed team; the role involves on-call rotations and collaboration across departments to improve knowledge bases and support processes.

Qualifications

• US Citizenship is required.
• 4+ years in technical support, systems engineering, or related field.
• Proficient in Linux administration and troubleshooting.
• Hands-on with Kubernetes, hardware diagnostics, and cloud platforms (AWS).
• Familiar with RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Postgres.
• Strong troubleshooting across APIs, networking, and hybrid cloud/on-prem environments.
• Customer-first mindset and proactive problem solving.
• Quick learner with adaptability to new tools.

Responsibilities

• Provide advanced technical support for the Dragos Platform, handling escalated tickets requiring deep troubleshooting.
• Investigate and resolve complex issues involving Kubernetes, Linux, hardware, cloud infrastructure.
• Validate issues by reproducing problems in lab environments and analyzing logs.
• Escalate unresolved issues to Engineering Support with documentation of findings.
• Collaborate with internal teams to share insights and improve support processes.
• Maintain professional communication with customers and deliver timely updates.

Skills

Linux administration

Troubleshooting

Customer-facing communication

Tools

Kubernetes

AWS

RabbitMQ

Elasticsearch

Logstash

Kibana

Grafana

Prometheus

Postgres

Job description

At Dragos, the mission is personal. The systems we protect deliver the water you drink, power your home, and keep the hospitals your community depends on running. Those critical infrastructure systems that power our civilization around the world are under attack every day by adversaries. When those systems fail, people are immediately at risk. We are the global leader in xOT cybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understand what is at stake. Here, you will find a remote-first mission-driven team across North America, Europe, the Middle East, and APAC built on authenticity, transparency, and trust. If safeguarding the systems that protect your family, friends, and community is the kind of work that matters to you, you are in the right place.

About the Role

As a Senior Technical Support Engineer at Dragos, you'll be a key contributor to our mission of protecting critical infrastructure from cyber threats. This role is essential to resolving complex technical issues, supporting customer success, and strengthening the reliability of the Dragos Platform. You'll serve as a trusted technical advisor to enterprise customers, leveraging your expertise in modern infrastructure, observability tools, and platform integrations. This is a unique opportunity to make a meaningful impact in the industrial cybersecurity space while working with cutting-edge technologies and collaborating across global teams.

Responsibilities

• Provide advanced technical support for the Dragos Platform, handling escalated tickets that require deep troubleshooting and technical analysis.
• Investigate and resolve complex issues involving Kubernetes, Linux, hardware, cloud infrastructure, and various other components.
• Validate reported issues by replicating problems in lab environments, analyzing logs, and identifying known solutions from documentation and prior cases.
• Escalate unresolved issues to Engineering Support, ensuring all findings, attempted resolutions, and relevant context are clearly documented.
• Collaborate with internal teams to share insights, improve support processes, and contribute to knowledge base content.
• Maintain professional communication with customers throughout the troubleshooting process, delivering timely updates and clear explanations.
• Participate in the escalation engineer and weekend on-call rotations (up to one weekend per month), ensuring high availability for critical issues.
• Contribute to continuous improvement by documenting complex solutions, updating internal knowledge bases, and refining support processes.

Requirements

• MUST be a US Citizen
• 4+ years of experience in technical support, systems engineering, or a related field.
• Proficiency in Linux administration and troubleshooting.
• Hands‑on experience with Kubernetes, hardware diagnostics, and cloud platforms (especially AWS).
• Familiarity with tools such as RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Postgres.
• Strong troubleshooting skills across APIs, networking, and hybrid cloud/on‑prem environments.
• Genuine enthusiasm for helping customers succeed, with a proactive approach to solving technical challenges in a fast‑paced environment.
• A natural curiosity and ability to quickly learn and adapt to new technologies and tools.
• Excellent communication skills and a customer‑first mindset.

Bonus Points

• Experience in OT/ICS environments or industrial cybersecurity.
• Familiarity with the Dragos Platform or similar cybersecurity tools.
• Knowledge of industrial protocols (e.g., Modbus, DNP3, OPC).
• Prior experience supporting enterprise customers in regulated industries.

Compensation

• Salary: $96,000
• Competitive Equity Package
• Comprehensive Benefits Plan

#LI-BR1 #LI-REMOTE

Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.