Support Engineer
About The Position
At Dream, we redefine cyber defense vision by combining AI and human expertise to create products that protect nations and critical infrastructure. This is more than a job; It’s a Dream job. Dream is where we tackle real-world challenges, redefine AI and security, and make the digital world safer. Let’s build something extraordinary together.
Dream's AI cybersecurity platform applies a new, out-of-the-ordinary, multi-layered approach, covering endless and evolving security challenges across the entire infrastructure of the most critical and sensitive networks. Central to our Dream's proprietary Cyber Language Models are innovative technologies that provide contextual intelligence for the future of cybersecurity.
At Dream, our talented team, driven by passion, expertise, and innovative minds, inspires us daily. We are not just dreamers, we are dream-makers.
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!