Staff Engineering Support Engineer

About the Role:
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 SRE & Support Manager and work closely with Customer Experience, Engineering, and Product Development teams across time zones to resolve high-impact issues and keep cloud-hosted customer deployments running reliably. 

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. 

Responsibilities: 

• Lead cross-team incident triage for high-impact customer outages and escalations, coordinating Engineering, Product, and Customer Experience response, and contributing to preliminary root cause analysis and postmortem documentation.
• Develop and maintain observability for cloud-hosted customer deployments — build and refine system monitors, dashboards, and alerting to ensure proactive detection and fast response to platform health events.
• Serve as the senior escalation point for complex support cases in EMEA, working cases that involve multi-component interactions, deep platform internals, and unusual failure modes beyond standard troubleshooting guides.
• Translate field experience into documentation — author comprehensive scenario-based troubleshooting guides, playbooks, and knowledge base articles that Tier 1/2 support staff can act on independently.
• Drive pattern recognition across the customer base — identify recurring failure modes, surface trends to product teams, and actively collaborate on permanent fixes rather than workarounds. 

Qualifications: 

• Demonstrated experience troubleshooting complex distributed systems in production environments — comfortable reading logs, tracing component interactions, and isolating root cause under pressure.
• Hands-on experience with cloud infrastructure operations (AWS, Azure, or GCP) and container orchestration platforms (Kubernetes), including day-to-day fleet maintenance and incident response.
• Solid understanding of Linux systems administration and command-line tooling.
• Experience supporting Elasticsearch, PostgreSQL, or similar database platforms in a production environment.
• Experience developing and maintaining monitoring and alerting infrastructure (e.g., Datadog, Prometheus, Grafana) — not just consuming dashboards, but building and tuning them.
• Strong written communication skills with a demonstrated ability to produce clear, accurate technical documentation (RCAs, runbooks, postmortems) for both internal and customer-facing audiences.
• Experience operating effectively in a customer-facing or customer-adjacent engineering role, with the judgment to balance urgency and thoroughness on competing priorities under SLA pressure. 

Compensation: 

• Salary:  £76,000
• Competitive Equity Package  
• Comprehensive Benefits Plan 

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