Lead Technical Support Engineer at Dragos

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, OT, ICSIndustries

Requirements

6+ years of experience in technical support, systems engineering, or a related field, including at least 1 year in a senior or lead-level role
Advanced proficiency in Linux, with strong troubleshooting and administration skills
Hands-on experience with Kubernetes, AWS (or other cloud platforms), hardware diagnostics, and Python scripting
Working knowledge of tools such as RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Postgres
Proven ability to troubleshoot complex, multi-layered systems involving APIs, networking, and hybrid cloud/on-prem environments
Strong mentoring skills, with a track record of developing others and fostering team accountability
Genuine enthusiasm for helping customers succeed, with a proactive approach to solving technical challenges in a fast-paced environment
A natural curiosity and ability to quickly learn and adapt to new technologies and tools
Excellent communication skills, with a customer-first mindset

Responsibilities

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, leading technical resolution efforts with precision and urgency
Mentor and coach Technical Support Engineers, providing guidance on troubleshooting approaches, customer communication, and technical depth to foster team growth and confidence
Validate reported issues by replicating problems in lab environments, analyzing logs, and identifying known solutions from documentation and historical case data
Escalate unresolved issues to Engineering Support, ensuring all findings, attempted resolutions, and relevant context are clearly documented
Collaborate cross-functionally with Engineering, Product, and Customer Experience teams to share insights, influence product improvements, and advocate for customer needs
Play a key role in internal knowledge sharing by creating, curating, and reviewing technical documentation, runbooks, and knowledge base articles
Maintain professional communication with customers throughout the troubleshooting process, delivering timely updates and clear explanations
Participate in the escalation engineer and weekend on-call rotations (up to one weekend per month), ensuring high availability for critical issues
Champion continuous improvement by identifying process gaps, proposing enhancements, and helping implement scalable support practices

Skills

Kubernetes

Linux

Cloud Infrastructure

Hardware

Troubleshooting

ICS/OT Cybersecurity

Customer Support

Dragos

Cybersecurity for industrial control systems

About Dragos

Dragos specializes in cybersecurity for industrial control systems (ICS) and operational technology (OT) environments, which are essential for industries like manufacturing, energy, and transportation. Their main product, the Dragos Platform, allows organizations to visualize their network, detect threats, and respond effectively to cyberattacks. This platform is particularly important because many ICS and OT systems are outdated and vulnerable to attacks that could impact public safety and economic stability. Dragos differentiates itself by focusing specifically on the unique needs of these industrial sectors, providing both a comprehensive platform and consulting services to help clients enhance their cybersecurity strategies. The company's goal is to protect critical industrial assets from cyber threats, ensuring the safety and reliability of essential services across various industries.

Glen Burnie, MarylandHeadquarters

2016Year Founded

$420.4MTotal Funding

SERIES_DCompany Stage

Consulting, Industrial & Manufacturing, CybersecurityIndustries

501-1,000Employees

Benefits

Medical, dental, vision, disability, & life insurance

401k with match

Equity

Competitive compensation

Remote working options

Pet-friendly options

In-house brewery

Risks

Emerging OT cybersecurity firms may erode Dragos' market share.

Rapid evolution of ransomware tactics may outpace Dragos' detection capabilities.

Integration of new acquisitions may face operational challenges.

Differentiation

Dragos specializes in cybersecurity for industrial control systems and operational technology environments.

The Dragos Platform offers comprehensive visibility, threat detection, and rapid response tools.

Dragos provides consulting services to enhance strategic cybersecurity roadmaps for organizations.

Upsides

Rising ransomware attacks increase demand for Dragos' OT cybersecurity solutions.

Strategic partnerships enhance Dragos' service offerings and customer trust.

Acquisition of Network Perception strengthens Dragos' platform capabilities.

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