Senior Technical Support Engineer – Federal

Job not on LinkedIn

🔥 16 minutes ago

🇺🇸 United States – Remote

💵 $96k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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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

• Provide advanced technical support for the Dragos Platform, handling escalated tickets requiring deep troubleshooting and technical analysis • Investigate and resolve complex issues involving Kubernetes, Linux, hardware, cloud infrastructure, and other components • Validate reported issues by replicating problems in lab environments, analyzing logs, and identifying solutions from documentation and prior cases • Escalate unresolved issues to Engineering Support with findings, attempted resolutions, and relevant context documented • Collaborate with internal teams to share insights, improve support processes, and contribute to knowledge base content • Maintain professional customer communication with timely updates and clear explanations • Participate in escalation engineer and weekend on-call rotations, up to one weekend per month • Document complex solutions, update internal knowledge bases, and refine 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 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 • Natural curiosity and ability to quickly learn and adapt to new technologies and tools • Excellent communication skills and a customer-first mindset • Background check required as a condition of employment • Bonus: Experience in OT/ICS environments or industrial cybersecurity • Bonus: Familiarity with the Dragos Platform or similar cybersecurity tools • Bonus: Knowledge of industrial protocols such as Modbus, DNP3, and OPC • Bonus: Prior experience supporting enterprise customers in regulated industries

🏖️ Benefits

• Competitive Equity Package • Comprehensive Benefits Plan

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