Lead Technical Support Engineer - Remote

Overview

As a Lead Technical Support Engineer at Dragos, you’ll directly tackle complex technical issues for Dragos Platform customers while shaping support strategies and mentoring your team. You’ll lead by example—troubleshooting multi-layered systems, driving customer success, and fostering a culture of accountability and continuous improvement.

In Short

• Investigate and resolve complex issues involving Kubernetes, Linux, hardware, cloud infrastructure, and various other components.
• Serve as a senior escalation point for the most complex and high-impact customer issues.
• Mentor and coach Technical Support Engineers.
• Validate reported issues by replicating problems in lab environments.
• Collaborate cross-functionally with Engineering, Product, and Customer Experience teams.
• Maintain professional communication with customers throughout the troubleshooting process.
• Participate in the escalation engineer and weekend on-call rotations.
• Champion continuous improvement by identifying process gaps.
• Create, curate, and review technical documentation.
• Play a key role in enhancing customer journey.

Requirements

• 6+ years of experience in technical support or systems engineering.
• Advanced proficiency in Linux.
• Hands-on experience with Kubernetes, AWS, and Python scripting.
• Working knowledge of tools such as RabbitMQ, Elasticsearch, and Grafana.
• Strong mentoring skills and a customer-first mindset.
• Excellent communication skills.
• Experience in fast-paced, high-growth environments.
• Genuine enthusiasm for helping customers succeed.
• A natural curiosity and ability to quickly learn new technologies.
• Proven ability to troubleshoot complex systems.

Benefits

• Salary: $120,000.
• Competitive Equity Package.
• Comprehensive Benefits Plan.