Associate Technical Support Engineer - APAC

About the role

Dragos protects critical infrastructure such as power grids, water systems, pipelines and manufacturing plants through xOT cybersecurity. As an Associate Technical Support Engineer, you are the first point of contact for customers needing help with their products, providing first-line support for existing environments. This is a fully remote role open across the APAC region.

Key responsibilities

• Serve as the primary contact for support requests via email, chat, phone and ticketing, communicating clearly and professionally with enterprise customers.
• Triage cases by severity and impact, then troubleshoot and resolve common, known issues using documented solutions and prior cases.
• Use AI tools to draft responses, summarize case histories and surface relevant knowledge, while verifying their output and owning every case.
• Escalate complex issues to Tier 2 and Tier 3 while staying on the case, helping drive resolution and learning from each escalation.
• Document each case thoroughly, including system details, error messages and steps already attempted.
• Support routine product upgrades, patches and configuration changes in established customer environments.
• Contribute to the knowledge base using Knowledge-Centered Service (KCS) practices, writing technical content reviewed by a peer before publication.
• Take part in a team-wide weekend on-call rotation, about once a month.

Required profile

• Excellent communication skills: clear, calm and professional with enterprise customers, able to explain technical concepts to technical and non-technical audiences.
• Strong troubleshooting and problem-solving skills with a methodical, curious approach.
• A self-starter mindset with ownership and motivation for protecting critical infrastructure.
• 1 to 3 years in technical support, IT or a customer-facing technical role, or equivalent demonstrated ability.

Required skills

• Working familiarity with the Linux command line and core networking concepts, or the drive to learn them quickly.
• Comfort using AI tools daily, with the judgment to verify their output.

What we offer

• Salary of S$ 70,000.
• Competitive equity package.
• Comprehensive benefits plan.