Staff Engineering Support Engineer

About this role

<div class="content-intro"><p><span class="TextRun SCXW107525881 BCX8" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW107525881 BCX8">At Dragos, the mission is personal. The systems we protect deliver the water you drink, power your home, and keep the hospitals your community depends on running. Those critical infrastructure systems that power our civilization around the world are under attack every day by adversaries. When those systems fail, people are&nbsp;</span><span class="NormalTextRun SCXW107525881 BCX8">immediately</span><span class="NormalTextRun SCXW107525881 BCX8">&nbsp;at risk.&nbsp;</span><span class="NormalTextRun SCXW107525881 BCX8">We are the global leader in&nbsp;</span><span class="NormalTextRun SCXW107525881 BCX8">xOT</span><span class="NormalTextRun SCXW107525881 BCX8">&nbsp;cybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understand&nbsp;</span><span class="NormalTextRun SCXW107525881 BCX8">what is</span><span class="NormalTextRun SCXW107525881 BCX8">&nbsp;at stake</span><span class="NormalTextRun SCXW107525881 BCX8">. Here, you will find a remote-first mission-driven team across North America, Europe, the Middle East, and APAC built on authenticity, transparency, and trust. If safeguarding the systems that protect your family, friends, and community is the kind of work that matters to you, you are in the right place.</span></span><span class="EOP Selected SCXW107525881 BCX8" data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":120,"335559739":160,"335559740":360}">&nbsp;</span></p></div><p><strong><span data-contrast="auto">About the Role</span></strong><span data-contrast="auto">:</span><span data-ccp-props="{}"> <br></span><span data-contrast="auto">Dragos is looking for a Staff Engineering Support Engineer to join the Site Reliability and Support team, based in the United Kingdom. This role is a critical anchor for EMEA coverage, operating as a senior individual contributor embedded in a global team that handles Tier-3 customer escalation triage and cloud operations for the Dragos platform. You will report to the Engineering&nbsp;SRE &amp;&nbsp;Support Manager and work closely with Customer Experience, Engineering, and Product&nbsp;Development&nbsp;teams across time zones to resolve high-impact issues and keep cloud-hosted customer deployments running reliably.</span><span data-ccp-props="{"335559738":80,"335559739":80}">&nbsp;</span></p> <p><span data-contrast="auto">This person will directly support Dragos’ mission by ensuring that industrial defenders running our platform in critical infrastructure environments get expert, timely engineering response — in their time zone.</span><span data-ccp-props="{"335559738":80,"335559739":80}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Responsibilities</span></strong><span data-contrast="auto">:</span><span data-ccp-props="{}">&nbsp;</span></p> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Lead cross-team incident triage&nbsp;</span></strong><span data-contrast="auto">for high-impact customer outages and escalations, coordinating Engineering, Product, and Customer Experience response, and contributing to preliminary root cause analysis and postmortem documentation.</span> </li> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Develop and maintain observability </span></strong><span data-contrast="auto">for cloud-hosted customer deployments — build and refine system monitors, dashboards, and alerting to ensure proactive detection and fast response to platform health events.</span></li> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Serve as the senior escalation point </span></strong><span data-contrast="auto">for complex support cases in EMEA, working cases that involve multi-component interactions, deep platform internals, and unusual failure modes beyond standard troubleshooting guides.</span> </li> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Translate field experience into documentation </span></strong><span data-contrast="auto">— author comprehensive scenario-based troubleshooting guides, playbooks, and knowledge base articles that Tier 1/2 support staff can act on independently.</span> </li> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Drive pattern recognition across the customer base </span></strong><span data-contrast="auto">— identify recurring failure modes, surface trends to product teams, and actively collaborate on permanent fixes rather than workarounds.</span><span data-ccp-props="{"335559738":60,"335559739":60}">&nbsp;</span></li> </ul> <p><strong><span data-contrast="auto">Qualifications</span></strong><span data-contrast="auto">:</span><s