Dragos

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:

We are seeking a Manager of Technical Support Engineering to lead our global technical support team. This player-coach role requires a leader who can manage a high-performing team and step in to directly support customers during peak demand. You will be responsible for ensuring Dragos can consistently meet support SLAs, drive timely issue resolution, develop team talent and continuously improve support processes to ensure we deliver outstanding customer outcomes.

Responsibilities:

• Lead and manage the global Technical Support Engineering team by providing guidance, mentorship and professional development.
• Ensure consistent adherence to SLAs, particularly first-response time and resolution metrics.
• Act as a player-coach: directly manage and resolve support tickets when the team is at capacity or during high-severity escalations.
• Serve as an escalation point for complex technical issues and customer concerns.
• Partner closely with Engineering, Product, Customer Success and Field Operations to drive customer issue resolution and advocate for customer needs.
• Monitor team performance using KPIs (e.g., ticket volumes, time to resolution, CSAT, etc.) and identify opportunities for process improvements.
• Own and improve support documentation and internal troubleshooting playbooks.
• Recruit, onboard, and retain top talent; foster a culture of accountability, curiosity and customer focus.
• Participate in on-call rotation and ensure adequate global coverage as needed.

Qualifications

• 5+ years of experience in technical support or technical services, with at least 2 years in a leadership role.
• Proven ability to manage and scale a global support team, preferably in a high-growth or complex enterprise environment.
• Strong hands-on technical skills and experience troubleshooting software, networking, or security products (OT cybersecurity experience is a plus).
• Practical experience supporting and troubleshooting infrastructure technologies including Kubernetes, Linux, and containerized environments.
• Familiarity with Elastic Stack (Elasticsearch, Kibana, Logstash, Beats), Grafana, MongoDB and PostgreSQL.
• Familiarity with support tools such as Zendesk, Salesforce, Jira, Confluence, or equivalents.
• Experience building and reporting on support metrics and driving continuous improvement initiatives.
• Excellent communication, collaboration and problem-solving skills.
• Ability to thrive in a fast-paced, mission-driven environment.

Compensation:

• Salary: $145,000
• Competitive Equity Package
• Comprehensive Benefits Plan

#LI-JF1 #LI-REMOTE

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.