drata - Associate Solutions Architect

• What Problems You'll Solve • Drive retention and technical health across a commercial customer portfolio through efficient, signal-based engagement and targeted technical guidance. • Increase commercial customer self-sufficiency and platform adoption by resolving friction points quickly and directing customers to the right digital resources. • Build and maintain scalable digital assets — including Drata Academy content, help articles, and walkthrough videos — that reduce inbound support volume and improve time-to-value across the commercial segment. • Identify customers showing signals of risk — including health score drops, usage threshold alerts, and renewal risk flags — and engage proactively before they escalate. • Commercial Book of Business • Own a book of business of commercial customers, maintaining awareness of each account's technical health and platform adoption status. • Monitor customer health signals — including health score drops, usage threshold alerts, and renewal risk flags — and engage proactively with at-risk customers to provide targeted, limited-scope technical guidance. • Provide limited-scope ad hoc technical support for commercial customers who raise specific, bounded integration or solutioning questions. • Partner closely with Customer Success Managers to stay aligned on customer priorities, renewal timelines, and expansion opportunities with a technical dimension. • Direct customers to self-service resources and digital assets where appropriate, reinforcing the commercial segment's self-sufficiency model. • Digital Programmes & Content • Contribute to and help maintain Drata Academy content — Drata's self-service learning platform — developing and updating technical modules, how-to guides, and walkthrough videos that reflect the current state of the platform, including AI-powered features. • Design, develop, and deliver 1:many technical workshops and webinars that address common implementation challenges, integration patterns, and best practices for the commercial customer base. • Identify gaps in existing self-service content by monitoring support trends, common escalations, and customer feedback, and prioritise content creation accordingly. • Partner with Product and Customer Education teams to ensure digital content is accurate, up-to-date, and aligned with the most common commercial customer implementation patterns. • Technical Expertise • Develop working knowledge of Drata's platform, including third-party integrations via APIs, desktop applications, logging, database architecture, scripting, and documentation. • Build familiarity with key functional areas as commercial customer needs dictate, including identity/SSO, cloud infrastructure, CI/CD pipelines, MDMs, EDRs, and HRIS providers. • Develop working proficiency with Drata's AI-powered features and help customers understand and adopt these capabilities through both 1:1 and digital channels. • Stage, reproduce, and document platform behaviour and customer issues to drive quick resolutions, bug tickets, and feature requests. • Participate in UAT sessions with Product Management to contribute commercial customer use cases before features are released to production. • How You'll Contribute to the Customer Success Group • Serve as the team's primary contributor to commercial-segment digital enablement, building assets that benefit the broader SA organisation and customer base. • Identify and communicate trends across the commercial segment — common friction points, underutilised features, and adoption barriers — to inform product advocacy and SA team prioritisation. • Support cross-functional teams by contributing to technical documentation and enablement sessions relevant to the commercial customer base. • Escalate complex or out-of-scope technical issues to senior SAs with clear context and documentation to enable fast resolution.