Support Engineer

Description Every nation has data. Few can protect it. Fewer still can act on it. Dream is the sovereign AI and national cyber-defense company for governments. We help nations secure their most critical systems, connect fragmented information at a national scale, and turn their most sensitive data into decisions, all fully sovereign. This is more than a job. It's a Dream job, where you'll work at a global scale alongside some of the best AI researchers, cyber operators, and government experts in the world. The mission only works if the company behind it does. This role keeps Dream running at the scale our work demands. And our work demands a uniquely global scale. The Dream Job We’re looking for a Support Engineer who goes beyond handling tickets and truly owns the customer experience end-to-end. In this role, you’ll deliver white-glove, technically deep support, resolve issues with minimal customer effort, and act as a trusted bridge to R&D- reducing their load while helping improve the product. It’s a great fit for someone who enjoys diving deep, taking ownership, and making a real impact, with the opportunity to provide fast on-site response when needed. The Dream-Maker Responsibilities Deliver a white-glove customer experience Own customer issues end-to-end Independently investigate and resolve technical issues Act as the technical interface to R&D, helping reduce operational load Proactively identify and prevent recurring issues Maintain high standards of operational excellence and system reliability The Dream Skill Set 5+ years of experience in technical support roles Advanced troubleshooting and root cause analysis Strong system and architecture understanding Experience with NoSQL databases (e.g., MongoDB, Neo4j) Familiarity with microservices architecture and tools such as Docker and Kubernetes Log, metrics, and data analysis Reproduction and debugging skills Experience with Grafana Experience working with Jira and Monday Strong sense of ownership and accountability Problem classification and decision-making skills Excellent customer communication and empathy Ability to collaborate effectively with R&D teams Proactive approach to issue prevention Operational excellence and reliability mindset Nice to Have: Familiarity with AI and agentic application patterns Background in cybersecurity, threat intelligence, or related domains Never Stop Dreaming... If you think this role doesn't fully match your skills but are eager to grow and break glass ceilings, we’d love to hear from you!