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Salary: GBP 35,000 - 0 / annual
Dragos is the global leader in xOT (extended Operational Technology) cybersecurity, protecting critical infrastructure systems including power grids, water systems, pipelines, and manufacturing plants from cyber threats. As an Associate Technical Support Engineer, you will be the first point of contact for enterprise customers seeking help with Dragos products that safeguard their critical infrastructure.
In this fully remote, customer-facing role, you will provide first-line technical support across email, chat, phone, and ticketing systems. Your responsibilities include triaging support cases by severity and impact, troubleshooting and resolving common and known issues using documented solutions and established fixes, and escalating complex issues to Tier 2 and Tier 3 engineers while maintaining case context and ownership. You will use AI tools to draft responses, summarize case histories, and surface relevant knowledge, while verifying their output and maintaining full responsibility for each case.
Additional responsibilities include documenting cases thoroughly so system details, error messages, and attempted steps travel with the ticket; supporting routine product upgrades, patches, and configuration changes in established customer environments; contributing to the knowledge base using Knowledge-Centered Service (KCS) practices; and participating in a team-wide weekend on-call rotation (approximately one weekend per month) to maintain coverage for time-sensitive issues.
This is a mission-driven role where communication, ownership, and drive matter as much as technical depth. Dragos operates a hybrid tiered-and-swarming support model, meaning you will learn directly from escalations rather than simply handing cases off. The company emphasizes authenticity, transparency, and trust across a remote-first, globally distributed team.
**Requirements:**
- Excellent communication skills: clear, calm, and professional with enterprise customers; able to explain technical concepts to both technical and non-technical audiences
- Strong troubleshooting and problem-solving skills with a methodical, curious approach to driving issues to resolution
- 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 understanding that the engineer, not the tool, owns the result
