Dragos is on a relentless mission to defend industrial organizations that provide us with the necessities of modern civilization; running water, functioning electricity, and safe industrial working environments. As the market leader in ICS/OT Cybersecurity, we are dedicated to arming our customers with best-in-class technology, threat intelligence, and services to protect their systems as effectively and efficiently as possible. We’re a remote-first culture with operations in North America, Europe, the Middle East, and APAC. We’re looking for mission-oriented teammates who embody our core values of authenticity, transparency, and trust. Are you ready to make a difference? Come join a mission that can save the world!
About the Role:
As an Associate Technical Support Engineer at Dragos, you are the first person customers reach when they need help with the products that protect their critical infrastructure. You provide first-line support for customers' existing environments: triaging cases, resolving common and known issues, and making sure every customer feels heard. This is a fully remote role open across the Americas region. This is a mission-driven, customer-facing role where how you communicate matters as much as what you know. We are looking for a self-starter who stays calm and clear with enterprise customers and is motivated by what is at stake: keeping power grids, water systems, pipelines, and manufacturing plants safe. Technical depth can be taught here. The communication, ownership, and drive you bring are what set you up to succeed. You can't protect what you can't see, and the work starts with the people who answer the call.
Responsibilities:
- Serve as the primary contact for incoming support requests across email, chat, phone, and ticketing, communicating clearly and professionally with enterprise customers throughout the life of each case.
- Triage cases by severity and impact, then troubleshoot and resolve common, known issues in customers' existing environments using documented solutions, prior cases, and established fixes.
- Use AI tools to work cases faster by drafting responses, summarizing case histories, and surfacing relevant knowledge, while verifying their output and maintaining ownership of every case.
- Escalate complex issues to Tier 2 and Tier 3 while staying on the case. Dragos uses a hybrid tiered-and-swarming model, so you keep context, help drive resolution, and learn directly from each escalation rather than handing the case off.
- Document each case thoroughly so the full picture travels with it: system details, error messages, and steps already attempted.
- Support routine product upgrades, patches, and configuration changes in established customer environments, following standard procedures.
- Contribute to the knowledge base as part of resolving cases, using Knowledge-Centered Service (KCS) practices to write technical content to be reviewed by a peer before it is published.
- Participate in a team-wide weekend on-call rotation, approximately one weekend per month, to maintain coverage for time-sensitive issues.
Qualifications:
- 1-3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability.
- Working familiarity with the Linux command line and core networking concepts, or the drive to learn them quickly.
- Comfort using AI tools day to day, with the judgment to verify their output and the understanding that the engineer, not the tool, owns the result.
- Excellent communication skills: clear, calm, and professional with enterprise customers, able to explain technical concepts to both technical and non-technical audiences. This is the heart of the role.
- Strong troubleshooting and problem-solving skills, with a methodical, curious approach to driving issues to resolution.
- A self-starter mindset, with ownership and genuine motivation for the mission of protecting critical infrastructure.
Compensation:
- Salary: $72,000
- Competitive Equity Package
- Comprehensive Benefits Plan
#LI-JF1 #LI-REMOTE
Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.
Skills Required
- 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
- Comfort using AI tools day to day, with judgment to verify their output
- Excellent communication skills, able to explain technical concepts to technical and non-technical audiences
- Strong troubleshooting and problem-solving skills, methodical and curious approach
- Self-starter mindset with ownership and motivation for the mission of protecting critical infrastructure
- Participate in team-wide weekend on-call rotation (approximately one weekend per month)
- Pass a background check as a condition of employment
Dragos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Dragos and has not been reviewed or approved by Dragos.
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Fair & Transparent Compensation — Pay is considered clear and equitable due to a single-number, non‑negotiated offer per role and publicly described market benchmarking. Feedback suggests upfront salary visibility and range updates linked to external markets support a sense of fairness.
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Flexible Benefits — Work setup emphasizes a remote‑first approach with flexible schedules and strong work‑from‑home support. Feedback suggests this flexibility is a standout element of the package.
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Leave & Time Off Breadth — Policies include generous or unlimited PTO alongside paid holidays, sick days, bereavement, volunteer time, and wellbeing support. Feedback suggests the ability to take time off is valued, with practical usage shaped by team norms.
Dragos Insights
What We Do
Dragos is an industrial (OT/ICS/IIoT) cybersecurity company on a mission to safeguard civilization. Our integrated software platform provides critical visibility into ICS and OT networks so that threats are identified, and can be addressed before they become significant events, our solutions are optimized for emerging applications like the Industrial Internet of Things (IIoT), enabling our clients in power and water utilities, energy, and manufacturing industries to establish a resilient and adaptable security posture.
