Senior Technical Support Engineer - Federal
New
D
DragosIndustrial cybersecurity
Location: United StatesFull-TimeSenior
SalarySalary: $96,000; Competitive Equity Package
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Job Details
- Experience
- 4+ years of experience in technical support, systems engineering, or a related field.
- Required Skills
- AWSElasticSearchKibanaKubernetesRabbitmqGrafanaPrometheus
Requirements
- Have 4+ years of experience in technical support, systems engineering, or a related field.
- Demonstrate proficiency in Linux administration and troubleshooting.
- Have hands-on experience with Kubernetes, hardware diagnostics, and cloud platforms, especially AWS.
- Be familiar with RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Postgres.
- Have troubleshooting skills across APIs, networking, and hybrid cloud/on-prem environments.
- Be a US citizen.
- OT/ICS or industrial cybersecurity experience is a bonus.
- Familiarity with the Dragos Platform or similar cybersecurity tools is a bonus.
- Knowledge of industrial protocols such as Modbus, DNP3, or OPC is a bonus.
- Prior experience supporting enterprise customers in regulated industries is a bonus.
Responsibilities
- Provide advanced technical support for the Dragos Platform and handle escalated tickets requiring deep troubleshooting and technical analysis.
- Investigate and resolve complex issues involving Kubernetes, Linux, hardware, cloud infrastructure, and other components.
- Validate reported issues by replicating problems in lab environments, analyzing logs, and identifying solutions from documentation and prior cases.
- Escalate unresolved issues to Engineering Support and document findings, attempted resolutions, and relevant context.
- Collaborate with internal teams to share insights, improve support processes, and contribute to knowledge base content.
- Communicate with customers throughout troubleshooting, providing timely updates and clear explanations.
- Participate in escalation engineer and weekend on-call rotations, up to one weekend per month.
- Document complex solutions, update internal knowledge bases, and refine support processes.
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