Associate Technical Support Engineer – Federal

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $68k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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Dragos, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

🏭 Manufacturing

📦 Logistics

💼 Consulting

💰 $74M Series D - Dragos on 2023-09

Manufacturing • Logistics • Consulting

Dragos, Inc. is a cybersecurity company specializing in operational technology (OT) and industrial control systems (ICS) protection for critical infrastructure. It provides an OT-native platform that delivers asset visibility, vulnerability management, threat detection, and response playbooks, backed by threat intelligence, managed services (including OT Watch and incident response), training, and compliance support. Dragos focuses on defending sectors like energy, utilities, manufacturing, transportation, and other industrial environments through a combination of software, intelligence, and expert services.

📋 Description

• 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' existing environments using documented solutions, prior cases, and established fixes. • Use AI tools to work cases faster by drafting responses, summarizing case histories, and surfacing relevant knowledge, while verifying their output and maintaining ownership of every case. • Escalate complex issues to Tier 2 and Tier 3 while staying on the case. • Document each case thoroughly, including system details, error messages, and steps already attempted. • Support routine product upgrades, patches, and configuration changes in established customer environments, following standard procedures. • Contribute to the knowledge base using Knowledge-Centered Service (KCS) practices and peer review. • Participate in a team-wide weekend on-call rotation, approximately one weekend per month.

🎯 Requirements

• MUST be a US Citizen. • Excellent communication skills: clear, calm, and professional with enterprise customers, able to explain technical concepts to both technical and non-technical audiences. • Strong troubleshooting and problem-solving skills, with a methodical, curious approach to driving issues to resolution. • A self-starter mindset, with ownership and genuine motivation for the mission of protecting critical infrastructure. • 1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability. • Working familiarity with the Linux command line and core networking concepts, or the drive to learn them quickly. • Comfort using AI tools day to day, with the judgment to verify their output and the understanding that the engineer, not the tool, owns the result. • Must pass a background check as a condition of employment.

🏖️ Benefits

• Competitive Equity Package • Comprehensive Benefits Plan

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