Associate Technical Support Engineer - Federal
New
D
DragosXOT cybersecurity
Location: United StatesFull-TimeJunior
SalarySalary: $68,000.00; Competitive Equity Package
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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
- TroubleshootingTechnical supportCustomer support
Requirements
- Have 1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability.
- Communicate clearly, calmly, and professionally with enterprise customers.
- Explain technical concepts to technical and non-technical audiences.
- Bring strong troubleshooting and problem-solving skills and a methodical, curious approach to resolving issues.
- Have a working familiarity with the Linux command line and core networking concepts, or the drive to learn them quickly.
- Be comfortable using AI tools and verifying their output, while retaining responsibility for the result.
- Bring a self-starter mindset, ownership, and motivation for protecting critical infrastructure.
- Be available for a team-wide weekend on-call rotation, approximately one weekend per month.
Responsibilities
- Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing.
- Triage cases by severity and impact, then 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; verify their output and maintain ownership of each case.
- Escalate complex issues to Tier 2 and Tier 3 while retaining context and helping drive resolution.
- Document cases 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 technical content to the knowledge base using Knowledge-Centered Service (KCS) practices, for peer review before publication.
- Participate in a team-wide weekend on-call rotation, approximately one weekend per month.
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