Associate Technical Support Engineer – APAC

Dragos, Inc.

. Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing .

Posted 10/31/2026full-timeRemote • SingaporeJuniorMid-Level💰 SGD 70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong troubleshooting and problem-solving skills while effectively communicating with enterprise customers. Proficient in using AI tools for case management and familiar with Linux command line and networking concepts.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsLinux Command Line FamiliarityAI Tool UtilizationExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportLinux Command LineNetworking ConceptsCase Documentation

Soft Skills

Problem-SolvingCommunicationSelf-Starter MindsetOwnershipCuriosity

Tools & Technologies

AI ToolsTicketing SystemsKnowledge-Centered Service (KCS)

Industry Keywords

Enterprise CustomersCase ManagementOn-Call RotationBackground Check

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Excellent communication skills: clear, calm, and professional with enterprise customers, able to explain technical concepts to both technical and non-technical audiences
Strong troubleshooting and problem-solving skills, with a methodical, curious approach to driving issues to resolution
A self-starter mindset, with ownership and genuine motivation for the mission of protecting critical infrastructure
1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability
Working familiarity with the Linux command line and core networking concepts, or the drive to learn them quickly
Comfort using AI tools day to day, with the judgment to verify their output and the understanding that the engineer, not the tool, owns the result
Must pass a background check as a condition of employment

Benefits

Comp & perks

Competitive Equity Package
Comprehensive Benefits Plan