Senior Engineering Support Engineer
New
D
DragosOT Cybersecurity
Location: United StatesFull-TimeSenior
SalarySalary: $130,000
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Job Details
- Experience
- 3+ years
- Required Skills
- DockerPostgreSQLElasticSearchKubernetesLinuxDatadogDistributed Systems
Requirements
- 3+ years of experience in technical support engineering, site reliability engineering, or a closely related customer-facing engineering role.
- Demonstrated experience troubleshooting complex distributed systems in production environments.
- Strong Linux system administration skills.
- Experience with containerized application environments (Kubernetes and/or Docker).
- Familiarity with observability platforms (Datadog or equivalent) and experience building monitors/dashboards.
- Experience supporting Elasticsearch, PostgreSQL, or similar database platforms in production.
- Strong written communication skills and ability to produce technical documentation (RCAs, runbooks, postmortems).
- Comfort working with AI tools and assistants in engineering workflows.
- Ability to read and navigate application source code to trace bugs or service behavior.
- Experience operating in a customer-facing or customer-adjacent engineering role.
Responsibilities
- Lead escalation triage and incident response for complex, multi-component customer support cases.
- Validate, reproduce, and document confirmed defects emerging from customer escalations.
- Build and maintain application observability, including Datadog monitors, dashboards, and alerts.
- Own Customer Experience communication through the lifecycle of escalated incidents.
- Translate field experience into documentation, including troubleshooting guides, runbooks, and playbooks.
- Drive pattern recognition across the customer base to identify recurring failure modes.
- Participate in on-call rotation, including occasional weekend coverage.
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