Staff 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 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