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10 Nov 2022
Full-Time Resident Engineer Manager
Job Description
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.
As subject matter experts, Our Resident Engineers deliver deployment and strategic Platform services to our most critical Enterprise accounts, providing the highest level of support to commission, operationalize, and continuously improve the Dragos Platform in alignment with business needs.
The Resident Engineer Manager provides support and leadership to our Resident Engineers. Reporting to the Vice President of Customer Success, the manager is responsible for building, scaling, and defining the strategic direction of the program, and setting up the Resident Engineers for success in a bold, fast-moving, transparent, and values-led organization.
Be the leader of the team that’s hands-on at power plants, substations, manufacturing floors, and refineries (just to name a few) as we assist our customers in monitoring and safeguarding their infrastructure.
Responsibilities
- Lead, manage, and mentor the team that works with our most advanced and critical customers
- Understand our customer pain points to build an effective program and define the strategic direction that will result in success
- Build and scale operations (people, process, systems, and tools) to deliver a best-in-class customer experience while building effective and efficient delivery methodologies, and identifying continuous improvements
- Monitor and report on the quality and timeliness of services and customer satisfaction
- Be ready to step in, manage customer expectations, and locate cross functional team members to resolve customer snarls; work together with other business leaders toward a common goal of building strong customer relationships, delivering excellent support, resolution, and customer satisfaction
- Provide technical feedback to Engineering, Product Management, and R&D to improve offerings for all customers
- Support the account managers and solution architects on these strategic accounts
Requirements
- The ideal candidate will have experience leading and managing a team of field operations engineers/professional services engineers focused on hardware and software deployments and have experience in industry or InfoSec (ICS cyber security experience ideal)
- Should have a good understanding of networks and Linux
- Ability to serve customers according to Dragos values
- Must have excellent organizational skills, communication skills, and good customer-facing demeanor and understand how to navigate customer expectations
Compensation
- Base Salary: $150,000
- Base + Benefits + Equity = $245,000
- Comprehensive benefits plan (medical, dental, vision, disability, life insurance, 401K with match)
- Equity at Dragos is quickly growing and the total compensation under-represents the future growth and refresh program. This will be discussed on the first call with the Dragos recruiter.
Dragos is the Industrial Cybersecurity expert on a relentless mission to safeguard civilization. In a world of rising cybersecurity threats, Dragos protects the most critical infrastructure – those that provide us with the tenets of modern civilization – from increasingly capable adversaries who wish to do it harm. Devoted to codifying and sharing our in-depth industry knowledge of ICS/OT systems, Dragos arms industrial defenders around the world with the knowledge and tools to protect their systems as effectively and efficiently as possible. Founded by world-class industrial intelligence experts, Dragos has the industry’s largest team of ICS/OT practitioners who have been on the front lines of the world’s most significant industrial cyber-attacks.
Diversity, Equity, and Inclusion are core values at Dragos, and we are passionate about building and sustaining an inclusive and equitable working environment for all. We know that every member of our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and discover, design, and deliver solutions. Not only does a Diversity, Equity, and Inclusion focus enrich our environment and teams, but it is also critical to our success as we defend against adversaries all over the world. The broad range of ideas, experiences, and perspectives is critical to our success.
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.
How to Apply
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