Associate Technical Support Engineer - EMEA

Dragos is a global leader in industrial cybersecurity, dedicated to protecting the critical infrastructure systems that power our world. As an Associate Technical Support Engineer, you will play a vital role in our mission-driven team, serving as the primary point of contact for enterprise customers and ensuring the stability of the systems that keep communities safe.

Key responsibilities

• Serve as the primary contact for incoming support requests, communicating clearly and professionally with enterprise customers across various channels.
• Triage cases by severity and impact, troubleshooting and resolving common issues using documented solutions and established fixes.
• Utilize AI tools to streamline case management while maintaining full ownership and verifying all outputs for accuracy.
• Escalate complex issues to senior tiers while remaining involved in the process to drive resolution and gain technical knowledge.
• Document all case details thoroughly and contribute to the internal knowledge base using KCS practices.

Requirements

• Excellent communication skills with the ability to explain technical concepts to diverse audiences.
• Strong troubleshooting and problem-solving abilities with a methodical and curious approach.
• 1 to 3 years of experience in technical support, IT, or a customer-facing technical role.
• Working familiarity with the Linux command line and core networking concepts.
• A self-starter mindset with a genuine motivation for the mission of protecting critical infrastructure.

What we offer

• A fully remote work environment within a mission-driven, global team.
• Opportunities for professional growth and technical skill development.
• A collaborative culture built on authenticity, transparency, and trust.
• Participation in a team-wide on-call rotation to ensure continuous support coverage.