Dragos, Inc.

Support Engineer

• Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing
• Communicate clearly and professionally with enterprise customers throughout the life of each case
• Triage cases by severity and impact
• Troubleshoot and resolve common, known issues in customers' existing environments using documented solutions, prior cases, and established fixes
• Use AI tools to draft responses, summarize case histories, and surface relevant knowledge while verifying output and maintaining case ownership
• Escalate complex issues to Tier 2 and Tier 3 while staying on the case and helping drive resolution
• Document each case thoroughly, including system details, error messages, and steps already attempted
• Support routine product upgrades, patches, and configuration changes in established customer environments
• Contribute to the knowledge base using Knowledge-Centered Service (KCS) practices and peer review
• Participate in a team-wide weekend on-call rotation approximately one weekend per month

Explore Associate Technical Support Engineer – APAC at Dragos, Inc.. Review requirements and application details.

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Associate Technical Support Engineer – APAC