Associate Technical Support Engineer
New
D
DragosICS/OT Cybersecurity
Open across the Americas regionFull-TimeEntry
Salary$72,000
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Job Details
- Experience
- 1-3 years
- Required Skills
- LinuxNetworkingTroubleshootingTechnical supportCustomer support
Requirements
- 1-3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability.
- Working familiarity with the Linux command line.
- Working familiarity with core networking concepts.
- Experience using AI tools with the judgment to verify output.
- Excellent professional communication skills for both technical and non-technical audiences.
- Strong troubleshooting and problem-solving skills with a methodical approach.
- Self-starter mindset with strong ownership of the role mission.
Responsibilities
- Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing, communicating clearly and professionally with enterprise customers.
- Triage cases by severity and impact, troubleshooting and resolving common, known issues using documented solutions and established fixes.
- Utilize AI tools for drafting responses and summarizing case histories while maintaining ownership of case outcomes.
- Escalate complex issues to Tier 2 and Tier 3 while retaining context and participating in the resolution process.
- Document system details, error messages, and attempted steps thoroughly within the ticketing system.
- Support routine product upgrades, patches, and configuration changes following standard procedures.
- Contribute to the knowledge base using Knowledge-Centered Service (KCS) practices.
- Participate in a team-wide weekend on-call rotation approximately once per month.
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