Associate Technical Support Engineer – Federal

Dragos, Inc.

. Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing, communicating clearly and professionally with enterprise customers throughout the life of each case.

Posted 11/10/2026full-timeRemote • United StatesJuniorMid-Level💰 $68,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong technical support capabilities with a focus on troubleshooting, problem-solving, and effective communication with enterprise customers. Proficient in using AI tools and familiar with Linux command line and networking concepts to enhance support efficiency.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsExcellent Communication SkillsLinux Command Line FamiliarityAI Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportLinux Command LineNetworking ConceptsCase Documentation

Soft Skills

CommunicationProblem-SolvingSelf-Starter MindsetOwnership

Tools & Technologies

AI ToolsTicketing Systems

Industry Keywords

Knowledge-Centered ServiceEnterprise CustomersBackground 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, communicating clearly and professionally with enterprise customers throughout the life of each case.
Triage cases by severity and impact, then troubleshoot and resolve common, known issues in customers' existing environments using documented solutions, prior cases, and established fixes.
Use AI tools to work cases faster by drafting responses, summarizing case histories, and surfacing relevant knowledge, while verifying their output and maintaining ownership of every case.
Escalate complex issues to Tier 2 and Tier 3 while staying on the case.
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, following standard procedures.
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

MUST be a US Citizen.
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