Senior Technical Support Engineer

Hanover, MD or Remote USA

Applications have closed
Dragos, Inc. logo
Dragos, Inc.

Our mission at Dragos is to protect the world’s most critical infrastructure from adversaries who wish to do it harm. We help defend industrial organizations that provide us with the necessities of modern civilization: running water, functioning electricity, and safe industrial working environments. We are looking for a dedicated, driven and fast learning Technical Support Engineer to provide enterprise-level assistance to our customers. As a Technical Support Engineer, you will work closely with customers to triage and resolve issues, communicate status up and down the chain, and be the customer advocate. The Technical Support Engineer will have a robust knowledge of the Dragos Platform and be able to quickly diagnose and troubleshoot user issues via phone, email and chat. Technical Support Engineer responsibilities include resolving network issues and using remote desktop connections to provide immediate support. You will use email and chat to give clients quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. You will provide timely advice on upgrades and updates that are beneficial to the customer and perform those upgrades as necessary. You will be responsible for solving support tickets, individually and collaboratively, and helping our Engineering team get straight to the problem. You will ensure issues are properly escalated to the right team and provide timely updates back to the customer. Communicating resolution to our customers in a manner that they can learn and understand will be key - you want to ensure they aren’t left in the dark about root cause or next steps.  You will be responsible for supporting our Field Operation Engineers during implementation, and our Technical Account Managers after deployment.  The Technical Support Engineer provides feedback and insights to our internal technical teams for emerging needs, continuous improvement, and undiscovered opportunities. You will provide product feedback to Engineering, content feedback to R&D and enhancement feedback to Product Management. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibiliites

  • Manage customer communication and expectations
  • Build strong customer relationships
  • Address customers’ technical requests; triage and solve all customer and team reported issues; ensure speedy resolution
  • Communicate status to customers regularly
  • Assist with product upgrades
  • Be the customers internal champion; make it your business to know who to lean on for assistance within Dragos; know when to sound the alarm
  • Support and communicate issues with Sales to ensure an exceptional customer experience
  • Assist Field Operations to ensure a smooth deployment
  • Communicate account reports to Technical Account Managers
  • Report detection and protocol gaps to R&D
  • Escalate customer reported issues to Engineering
  • Report enhancement priorities to Product Management
  • Identify service opportunities & training needs
  • Expected to help and guide less experienced Technical Support Engineers
  • Expected to identify key areas of improvement for the business unit

Requirements

  • 5 years working as a Technical Support Engineer in a similar field
  • 2 years experience working in Industrial Control Systems cybersecurity
  • Industrial Control Systems experience a plus
  • Working knowledge of Linux (command line)
  • Python scripting: intermediate to advanced
  • Splunk experience (or comparable SIEM): intermediate to advanced
  • Network traffic analysis skills: intermediate to advanced
  • Experience in on premise and cloud software solutions for Enterprise
  • Customer first attitude
  • Good analytical skills
  • Critical thinker with problem-solving skills; enjoys solving technical and challenging issues
  • Well organized
  • Team player, collaborative
  • Good time-management skills
  • Strong interpersonal and communication skills (both verbal and written)
  • Must be able to pass background checks and drug tests
Dragos seeks passionate, hard-working, fun-loving, small-ego, big-brained people. Our tagline is “Safeguarding Civilization” not because we think highly of ourselves, but because the problems we are solving are critically important, today and in the years to come. We look for ICS experts across industries who are committed to growing global expertise in the space by training the next wave of future innovators and thought leaders.  
We offer competitive salaries, equity, and a comprehensive benefits package including medical, dental, vision, disability, 401K and life insurance. Dragos is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Come join us!
Job region(s): North America
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