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
• At Drata, you're not maintaining legacy compliance software - you're building the agentic AI platform defining what trust looks like for the next generation of companies. Here's what makes the work itself worth showing up for: • Problems without a playbook: You'll work at the edge of AI and security, building agentic governance, continuous compliance, and real-time trust verification to solve problems that don't have an established answer yet. You're writing it as you go. • Real ownership, not just process: Our values center on owning outcomes and raising the bar, not checking boxes. You're expected to have opinions and back them. • A seat at the table: Your perspective is unique and valued. Open debate and diverse viewpoints are built into how decisions actually get made here, at every level. • Growth at rocketship speed: Drata is scaling fast, which means scope grows fast too. High performers get more ownership, visibility, and experience. • A crew, not just coworkers: Dratanauts consistently describe a "come as you are" culture with sharp, curious people—the kind of team that makes hard problems genuinely fun to solve. See what they say here and follow us on LinkedIn for company news, employee stories, and career updates.
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