Senior Engineering Support Engineer

4 hours, 15 minutes ago
Full-time
Senior
DevOps and Infrastructure
Dragos

Dragos

Dragos is an industrial cybersecurity company focused on safeguarding civilization by securing industrial assets across vertical industries. Their integrated software platform provides critical visibility into ICS and OT networks, enabling clients in p...

Professional Services
251-1K
Founded 2016
$438M raised

Description

  • Lead Tier 3 escalation triage and incident response for complex customer cases.
  • Investigate, reproduce, document, and coordinate resolution of application defects.
  • Build and maintain Datadog monitors, dashboards, and alerts for platform health and customer-facing SLOs.
  • Provide accurate, timely customer communications throughout escalated incidents.
  • Create and maintain troubleshooting guides, runbooks, and operational playbooks.
  • Identify recurring failure patterns and collaborate with product teams on permanent fixes.
  • Participate in the on-call rotation, including occasional weekend coverage.
  • Mentor Tier 1 and Tier 2 Customer Experience support staff.

Requirements

  • 3+ years of experience in technical support engineering, SRE, or a related customer-facing engineering role.
  • Experience troubleshooting complex distributed systems in production environments.
  • Strong Linux system administration skills, including processes, filesystems, networking, and application diagnostics.
  • Experience with Kubernetes and/or Docker containerized environments.
  • Experience with Datadog or equivalent observability platforms.
  • Production experience supporting Elasticsearch, PostgreSQL, or similar databases.
  • Strong technical writing skills, including RCAs, runbooks, and postmortems.
  • Ability to read application source code and trace bugs, service behavior, and data flows.
  • Experience with AI tools, prompt engineering, and AI-assisted investigation.
  • Customer-facing engineering experience and ability to prioritize under SLA pressure.
  • Experience in cybersecurity environments or supporting security-focused products.
  • OT/ICS cybersecurity experience, AWS knowledge, and customer success or professional services experience preferred.
  • Ability to pass a background check.

Benefits

  • $130,000 salary.
  • Competitive equity package.
  • Comprehensive benefits plan.
  • Remote-first work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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