Senior Technical Support Engineer - Work from Home Tech Support Jobs in UAE

Date Posted: 05/09/2024

Salary: As per Market Standarad. Open to discuss while attending Interview!

Dragos, Inc.

Dubai, Dubai

615 Views

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Dragos, Inc.

Job Description

About the Work from Home Tech Support Engineer jobs

Overview
Our mission at Dragos is to protect the world’s most critical infrastructure from adversaries who wish to do it harm. We help defend industrial organizations that provide us with the necessities of modern civilization: running water, functioning electricity, and safe industrial working environments.

We're seeking a motivated Senior Technical Support Engineer to provide enterprise-level support for our customers, working closely with them to resolve issues, communicate status, and act as their advocate, all while collaborating with highly skilled technical teams within Dragos.

You will gain extensive knowledge of the Dragos Platform to diagnose and troubleshoot user issues via phone, email, and chat. Responsibilities include using remote desktop connections to resolve network issues, support Dragos Platform integrations, and provide clear instructions for solving complex technical problems in the field.

You'll support Field Operation Engineers during implementation and Technical Account Managers after deployment. Communicating clear feedback from the field to internal teams for continuous improvement and emerging needs is essential.

Ultimately, you'll be the trusted person for customers, delivering timely and accurate solutions to their technical problems.

Responsibilities

Address customers’ technical requests, triage and solve all customer and team reported issues, ensure speedy resolution
Communicate status to customers regularly
Assist with product upgrades
Be the customer’s internal champion; make it your business to know who to lean on for assistance within Dragos; know when to sound the alarm
Assist Field Operations to ensure a smooth deployment
Communicate account status to Technical Account Managers
Report detection and protocol gaps to Engineering
Report enhancement priorities to Product Management
Identify service opportunities & training needs
Work well both independently and on regional teams
Identify key areas of improvement for the business unit
Follow a 1:4 weekend on-call rotation for high-severity tickets

Qualifications

4+ years of experience working as a Technical Support Engineer in a similar field
2+ years of experience working in the cybersecurity industry
Working knowledge of Linux (command line)
Python scripting: intermediate to advanced
Splunk experience (or comparable SIEM): intermediate to advanced
Network traffic analysis skills: intermediate to advanced
AWS or cloud experience preferred
Experience working with enterprise hardware
Customer first attitude
Critical thinker with problem-solving skills; enjoys solving technical and challenging issues

Compensation

Salary: 375,500 AED
Competitive equity package
Comprehensive benefits plan

Apply Directly on Employer's Site
Dragos, Inc.

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