Senior Technical Support Engineer
Overview:
Our mission at Dragos is to protect the world’s most critical infrastructure from adversaries who wish to do it harm. We help defend industrial organizations that provide us with the necessities of modern civilization: running water, functioning electricity, and safe industrial working environments.
We're seeking a motivated Senior Technical Support Engineer to provide enterprise-level support for our customers, working closely with them to resolve issues, communicate status, and act as their advocate, all while collaborating with highly skilled technical teams within Dragos.
You will gain extensive knowledge of the Dragos Platform to diagnose and troubleshoot user issues via phone, email, and chat. Responsibilities include using remote desktop connections to resolve network issues, support Dragos Platform integrations, and provide clear instructions for solving complex technical problems in the field.
You'll support Field Operation Engineers during implementation and Technical Account Managers after deployment. Communicating clear feedback from the field to internal teams for continuous improvement and emerging needs is essential.
Ultimately, you'll be the trusted person for customers, delivering timely and accurate solutions to their technical problems.
Responsibilities:
- Address customers’ technical requests, triage and solve all customer and team reported issues, ensure speedy resolution
- Communicate status to customers regularly
- Assist with product upgrades
- Be the customer’s internal champion; make it your business to know who to lean on for assistance within Dragos; know when to sound the alarm
- Assist Field Operations to ensure a smooth deployment
- Communicate account status to Technical Account Managers
- Report detection and protocol gaps to Engineering
- Report enhancement priorities to Product Management
- Identify service opportunities & training needs
- Work well both independently and on regional teams
- Identify key areas of improvement for the business unit
- Follow a 1:4 weekend on-call rotation for high-severity tickets
Qualifications:
- 4+ years of experience working as a Technical Support Engineer in a similar field
- 2+ years of experience working in the cybersecurity industry
- Working knowledge of Linux (command line)
- Python scripting: intermediate to advanced
- Splunk experience (or comparable SIEM): intermediate to advanced
- Network traffic analysis skills: intermediate to advanced
- AWS or cloud experience preferred
- Experience working with enterprise hardware
- Customer first attitude
- Critical thinker with problem-solving skills; enjoys solving technical and challenging issues
Compensation:
- Salary: AUD 161,000
- Competitive equity package
- Comprehensive benefits plan
About Dragos:
Dragos is the Industrial Cybersecurity expert on a relentless mission to safeguard civilization. In a world of rising cybersecurity threats, Dragos protects the most critical infrastructure – those that provide us with the tenets of modern civilization – from increasingly capable adversaries who wish to do it harm.Devoted to codifying and sharing our in-depth industry knowledge of ICS/OT systems, Dragos arms industrial defenders around the world with the knowledge and tools to protect their systems as effectively and efficiently as possible. Founded by world-class industrial intelligence experts, Dragos has the industry’s largest team of ICS/OT practitioners who have been on the front lines of the world’s most significant industrial cyber-attacks.
Diversity, Equity, and Inclusion are core values at Dragos, and we are passionate about building and sustaining an inclusive and equitable working environment for all. We know that every member of our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and discover, design, and deliver solutions.Not only does a Diversity, Equity, and Inclusion focus enrich our environment and teams, but it is also critical to our success as we defend against adversaries all over the world. The broad range of ideas, experiences, and perspectives is critical to our success.
Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws.All new hires must pass a background check as a condition of employment.
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