Associate Technical Support Engineer

New

DragosXOT cybersecurity

This is a fully remote role open across the European region.Full-TimeEntry

SalarySalary: £35,000

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Job Details

Experience: 1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability.
Required Skills: NetworkingTroubleshootingTechnical supportCustomer support

Have 1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability.
Bring strong troubleshooting and problem-solving skills with a methodical, curious approach.
Have working familiarity with the Linux command line and core networking concepts, or the drive to learn them quickly.
Be comfortable using AI tools day to day and verifying their output.
Communicate clearly, calmly, and professionally with enterprise customers and explain technical concepts to technical and non-technical audiences.
Demonstrate ownership and a self-starter mindset.

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

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