Lead Technical Support Engineer
@ Dragos, Inc.

Hybrid
$120,000
Hybrid
Full Time
Posted 11 hours ago

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XXXXXXXXX XXXXXXXXX XXXXXXXXX****** @dragos.com
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Job Details

About Dragos, Inc. and the Role

Dragos is on a relentless mission to defend industrial organizations that provide us with the necessities of modern civilization. As the market leader in ICS/OT Cybersecurity, Dragos empowers its customers with advanced technology, threat intelligence, and expert services.

About the Role

As a Lead Technical Support Engineer, you will tackle complex technical issues for Dragos Platform customers. You will shape support strategies, mentor your team, and work closely with Engineering, Product, and Customer Experience teams.

Responsibilities

  • Investigate and resolve complex issues in Kubernetes, Linux, and cloud infrastructure.
  • Serve as a senior escalation point for high-impact customer issues.
  • Mentor and coach Technical Support Engineers.
  • Validate issues through replication, log analysis, and lab testing.
  • Collaborate with Engineering, Product, and Customer Experience teams.
  • Create and maintain technical documentation and runbooks.
  • Participate in escalation and weekend on-call rotations.
  • Champion continuous improvement processes.

Requirements

  • 6+ years in technical support or systems engineering, with 1+ year in a senior role.
  • Advanced proficiency in Linux and expertise with Kubernetes and cloud platforms.
  • Experience with RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Postgres.
  • Strong mentoring and communication skills.
  • Ability to troubleshoot complex multi-layered systems.

Compensation & Benefits

Base Salary: $120,000 along with a competitive equity package and comprehensive benefits plan.

Equal Opportunity

Dragos is an Equal Opportunity Employer. All new hires must pass a background check.

Key skills/competency

  • Kubernetes
  • Linux
  • Cloud Infrastructure
  • Technical Support
  • Mentoring
  • Escalation
  • Troubleshooting
  • Documentation
  • Networking
  • Customer Success
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How to Get Hired at Dragos, Inc.

🎯 Tips for Getting Hired

  • Research Dragos, Inc.'s culture: Study their mission and values on LinkedIn and Glassdoor.
  • Customize Your Resume: Highlight leadership and technical troubleshooting skills.
  • Emphasize Mentoring Experience: Show examples of team growth and coaching.
  • Prepare Technical Insights: Be ready to discuss Kubernetes, Linux, and cloud platforms.

📝 Interview Preparation Advice

Technical Preparation

Review Linux administration concepts.
Practice Kubernetes troubleshooting techniques.
Explore cloud platform fundamentals.
Brush up on Python scripting basics.

Behavioral Questions

Describe a tough support challenge handled.
Explain how you mentor teams.
Detail a conflict resolution experience.
Share a time you improved processes.

Frequently Asked Questions