Senior Engineering Support Engineer

Dragos
United States
Workplace: RemoteFull timeUSD 130,000+ annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsSkills: ["Incident response","Mentoring","Technical documentation","Written communication","Customer communication"]

Serve as Tier 3 escalation lead for complex customer issues, coordinating deep-dive investigations from intake through resolution. Own application-layer incident response, reproducible defect validation, and customer-facing communications during escalated incidents. Build and refine Datadog monitors, dashboards, and alerts tied to customer-facing SLOs and platform health. Translate field experience into runbooks and troubleshoot guides, mentor support staff, and participate in the on-call rotation.

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FursaFursa
Dragos
Dragos
1 day ago

Senior Engineering Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Serve as Tier 3 escalation lead for complex customer issues, coordinating deep-dive investigations from intake through resolution. Own application-layer incident response, reproducible defect validation, and customer-facing communications during escalated incidents. Build and refine Datadog monitors, dashboards, and alerts tied to customer-facing SLOs and platform health. Translate field experience into runbooks and troubleshoot guides, mentor support staff, and participate in the on-call rotation.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Lead escalation triage and incident response for complex, multi-component customer support cases, coordinating investigation and resolution from intake to close.
  • •Validate, reproduce, and document confirmed defects from customer escalations, producing clear bug reports with evidence and reproduction steps.
  • •Build and maintain application observability by developing and refining Datadog monitors, dashboards, and alerts for customer-facing SLOs and platform health.
  • •Own customer communication through the lifecycle of escalated incidents, providing accurate and timely updates on resolution progress.
  • •Translate field experience into documentation such as troubleshooting guides, runbooks, and playbooks for Tier 1/2 support staff.

Pay and Benefits

Salary: USD 130,000 annually
Equity and Bonus:Equity

Key Requirements

  • •3+ years of experience in technical support engineering, site reliability engineering, or a closely related customer-facing engineering role with ownership of complex issue resolution.
  • •Troubleshoot complex distributed systems in production by reading logs, tracing component interactions, and isolating root cause under pressure.
  • •Strong Linux system administration skills across processes, filesystem, networking, and first-principles diagnosis of application behavior.
  • •Experience with containerized environments (Kubernetes and/or Docker) to investigate pod health, logs, and deployment state.
  • •Familiarity with observability platforms (Datadog or equivalent), including building and maintaining monitors, dashboards, and alerts.
Experience:3+ years
Skills:Incident responseMentoringTechnical documentationWritten communicationCustomer communication
Languages:English
Tech Stack:DatadogLinuxKubernetesDockerElasticsearchPostgreSQLAWSEKSRDSEC2SRESLOs

Company Brief

Dragos
Provides industrial cybersecurity solutions protecting operational technology (OT) and industrial control systems (ICS) with threat detection, incident response, and asset visibility to secure critical infrastructure and manufacturing environments.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: Washington, D.C., United States
Founded: 2016
WebsiteLinkedIn