Senior Technical Support Engineer – Federal

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver high-level technical assistance for the Dragos Platform, addressing escalated support tickets that necessitate in-depth troubleshooting and analysis.

• Examine and resolve intricate issues related to Kubernetes, Linux, hardware, cloud infrastructure, and other pertinent components.

• Confirm reported issues by replicating them in laboratory settings, evaluating logs, and deriving solutions from documentation and previous cases.

• Forward unresolved problems to Engineering Support, including findings, attempted solutions, and relevant context in documentation.

• Work collaboratively with internal teams to share insights, enhance support processes, and contribute to the knowledge base content.

• Maintain professional communication with customers, providing timely updates and clear explanations.

• Engage in escalation engineer and weekend on-call rotations, which may include one weekend per month.

• Document intricate solutions, update internal knowledge bases, and enhance support processes.

⛳️ Requirements

• Must be a US Citizen.

• A minimum of 4 years of experience in technical support, systems engineering, or a related discipline.

• Proficiency in Linux administration and troubleshooting techniques.

• Practical experience with Kubernetes, hardware diagnostics, and cloud platforms, particularly AWS.

• Knowledge of RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Postgres.

• Strong troubleshooting capabilities across APIs, networking, and hybrid cloud/on-prem environments.

• A genuine passion for aiding customers in achieving success, with a proactive approach to resolving technical challenges in a dynamic environment.

• Natural curiosity and the ability to quickly learn and adapt to new technologies and tools.

• Exceptional communication skills coupled with a customer-first mindset.

• A background check is 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: Understanding of industrial protocols such as Modbus, DNP3, and OPC.

• Bonus: Previous experience supporting enterprise customers in regulated industries.

🏝️ Benefits

• Competitive Equity Package.

• Comprehensive Benefits Plan.