Associate Technical Support Engineer - EMEA

📋 Description Serve as the primary contact for incoming support requests across email, chat, phone, and Triage cases by severity and impact, then troubleshoot and resolve common, known issues in Use AI tools to work cases faster by drafting responses, summarizing case histories, and surfacing Escalate complex issues to Tier 2 and Tier 3 while staying on the case. Dragos uses a hybrid Document each case thoroughly so the full picture travels with it: system details, error messages Support routine product upgrades, patches, and configuration changes in established customer 🎯 Requirements Excellent communication skills: clear, calm, and professional with enterprise customers, able to Strong troubleshooting and problem-solving skills, with a methodical, curious approach to driving A self-starter mindset, with ownership and genuine motivation for the mission of protecting 1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent Working familiarity with the Linux command line and core networking concepts, or the drive to learn Comfort using AI tools day to day, with the judgment to verify their output and the understanding 🎁 Benefits Competitive Equity Package Comprehensive Benefits Plan