Lead Technical Support Engineer (Washington)

Lead Technical Support Engineer

Dragos is on a relentless mission to defend industrial organizations that provide us with the necessities of modern civilization; running water, functioning electricity, and safe industrial working environments. As the market leader in ICS / OT Cybersecurity, we are dedicated to arming our customers with best-in-class technology, threat intelligence, and services to protect their systems as effectively and efficiently as possible. We're a remote-first culture with operations in North America, Europe, the Middle East, and APAC. We're looking for mission-oriented teammates who embody our core values of authenticity, transparency, and trust. Are you ready to make a difference? Come join a mission that can save the world!

About the Role

As a Lead Technical Support Engineer at Dragos, you'll directly tackle complex technical issues for Dragos Platform customers while shaping support strategies and mentoring your team. You'll lead by exampletroubleshooting multi-layered systems, driving customer success, and fostering a culture of accountability and continuous improvement. This role combines hands-on problem solving with technical leadership, giving you the opportunity to make a high impact on both our customers and your team. Reporting to the Manager of Technical Support Engineering, you'll partner closely with Engineering, Product, and Customer Experience teams to enhance the customer journey while supporting the growth and development of your teammates.

Responsibilities

• Investigate and resolve complex issues involving Kubernetes, Linux, hardware, cloud infrastructure, and various other components.
• Serve as a senior escalation point for the most complex and high-impact customer issues, leading technical resolution efforts with precision and urgency.
• Mentor and coach Technical Support Engineers, providing guidance on troubleshooting approaches, customer communication, and technical depth to foster team growth and confidence.
• Validate reported issues by replicating problems in lab environments, analyzing logs, and identifying known solutions from documentation and historical case data.
• Escalate unresolved issues to Engineering Support, ensuring all findings, attempted resolutions, and relevant context are clearly documented.
• Collaborate cross-functionally with Engineering, Product, and Customer Experience teams to share insights, influence product improvements, and advocate for customer needs.
• Play a key role in internal knowledge sharing by creating, curating, and reviewing technical documentation, runbooks, and knowledge base articles.
• Maintain professional communication with customers throughout the troubleshooting process, delivering timely updates and clear explanations.
• Participate in the escalation engineer and weekend on-call rotations (up to one weekend per month), ensuring high availability for critical issues.
• Champion continuous improvement by identifying process gaps, proposing enhancements, and helping implement scalable support practices.

Requirements

Compensation

Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.