About the Role:

As an Associate Technical Support Engineer at Dragos, you are the first person customers reach when they need help with the products that protect their critical infrastructure. You provide first-line support for customers' existing environments: triaging cases, resolving common and known issues, and making sure every customer feels heard. This is a fully remote role open across the Americas region.

This is a mission-driven, customer-facing role where HOW you communicate matters as much as WHAT you know. We are looking for a self-starter that stays calm and clear with enterprise customers and is motivated by what is at stake: keeping power grids, water systems, pipelines, and manufacturing plants safe. Technical depth can be taught here. The communication, ownership, and drive you bring are what set you up to succeed. You can't protect what you can't see, and the work starts with the people who answer the call.

Responsibilities:

• 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. Dragos uses a hybrid tiered-and-swarming model, so you keep context, help drive resolution, and learn directly from each escalation rather than handing the case off.

• Document each case thoroughly so the full picture travels with it: 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 as part of resolving cases, using Knowledge-Centered Service (KCS) practices to write technical content to be reviewed by a peer before it is published.

• Participate in a team-wide weekend on-call rotation, approximately one weekend per month, to maintain coverage for time-sensitive issues.

Qualifications:

• 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. This is the heart of the role.

• 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.

Compensation:

• Salary: $68,000.00

• Competitive Equity Package

• Comprehensive Benefits Plan

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