Dragos - Associate Technical Support Engineer - APAC

Singapore - Hybrid$70k - $70k+ Equity3w ago

In Office Junior APAC Technical Support Engineer Associate Documentation Linux

Requirements

• 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. • 1 to 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.

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.