Senior Engineering Support Engineer

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 immediately at risk. We are the global leader in xOT cybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understand what is at stake. 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. About the Role: Dragos Engineering Support is the bridge between our customers and the engineering teams that build the Dragos platform. When something breaks in a customer environment — or before it does — Engineering Support is the team that investigates, diagnoses, and drives resolution. We own Tier 3 technical escalations, application-layer observability and reliability, and the feedback loop that turns production signals into better software. As a Senior Engineering Support Engineer, you'll serve as a primary escalation point for complex customer iss [... source excerpt omitted ...] os application stack, collaborate with engineering and product teams to drive resolution, and help build the monitoring and observability practices that keep our platform healthy. You'll also mentor Tier 1/2 Customer Experience support staff, maintain the knowledge base that keeps the team effective, and participate in the on-call rotation that ensures we're always watching the signals that matter. Responsibilities: Lead escalation triage and incident response for complex, multi-component customer support cases — owning investigation and resolution coordination from intake to close, running technical incident command, and coordinating with infrastructure and product teams as [... source excerpt omitted ...] reproduction steps, and expected behavior. Build and maintain application observability — develop and refine Datadog monitors, dashboards, and alerts that provide visibility into customer-facing SLOs, platform health, and the early warning signals that enable proactive response. Own Customer Experience communication through the lifecycle of escalated incidents, ensuring accurate, timely updates and appropriate customer visibility into resolution progress. Translate field experience into documentation — author and maintain troubleshooting guides, runbooks, and playbooks that Tier 1/2 CX support staff can act on independently. Drive pattern recognition across the customer base