drata - Associate Technical Support Engineer - Mexico
Requirements
• Two years of professional experience within a SaaS support, IT desk, or customer-centric technical environment. • Exceptional communication abilities, both written and oral, with the capacity to translate complex ideas for varied audiences. • A dedication to customer success and the flexibility to thrive within a high-velocity startup culture. • Foundational understanding of cloud-native systems, API structures, and modern authentication. • Superior organizational skills and a sharp eye for detail when handling documentation and multiple concurrent priorities. • Proficiency in navigating support infrastructure and task management tools such as Intercom, Jira, Linear. • The ability to work cohesively in a team setting while knowing when to seek additional technical guidance. • Prior exposure to the fields of compliance, information security, or B2B software delivery. • Knowledge of cloud infrastructure or identity providers gained through academic study, specialized certifications, or internships. • Background in drafting help center documentation or structured technical FAQs. • How we support you: • At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving. • Explore how we invest in your Life at Drata https://drata.com/about/life-at-drata?utm_source=chatgpt.com.
Responsibilities
• Act as the primary interface for incoming support inquiries, assisting with the triage and resolution of standard technical challenges throughout the Drata ecosystem. • Provide comprehensive support for Tier 1 and designated Tier 2 complexities by utilizing established operational guides and escalation frameworks. • Analyze and remedy concerns regarding platform functionality, various integrations, and fundamental automation sequences alongside senior engineering mentorship. • Route sophisticated technical hurdles to advanced engineers or internal partners, delivering detailed documentation, replication procedures, and pertinent background info. • Manage support interactions involving REST APIs, identity management tools (Okta/Google), cloud providers (AWS/GCP/Azure), and secure authentication processes. • Maintain professional and empathetic dialogue with our customers, ensuring they receive consistent status reports and transparent expectation management. • Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles and preserve meticulous administrative records. • Develop content for the knowledge base, contributing to external help articles and internal procedural manuals to improve self-service resources. • Perform technical validation and testing to replicate bugs reported by users, aiding in quality assurance efforts. • Identify emerging support patterns or recurring friction points and communicate these strategic insights to the internal team. • Collaborate across Product and Engineering departments to continuously refine your technical expertise and elevate the overall user journey.
Benefits
• The best way to understand the Driver’s Mindset is to see it in action. We’re an award-winning, mission-driven team of 600+ people worldwide, united by a culture that values trust, speed, and continuous growth. • See the Speed: https://www.youtube.com/watch?v=QidTdkGwKMY Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years • Hear the Voice of the Team https://drata.com/about/life-at-drata: Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. • Experience the Impact https://www.greatplacetowork.com/certified-company/7044563: See why we are consistently recognized on Fortune's Best Workplaces lists. • Connect with Us on Socials: LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all - follow us for company updates, employee stories, and career news.
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