Senior Technical Support Engineer - Remote

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

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.