Associate Technical Support Engineer

Drata

Associate Technical Support Engineer providing first- and second-line support for Drata's compliance automation platform. Collaborating with teams to assist customers in resolving technical issues and improving their experience.

Posted 6/25/2026full-timeRemote • 🇲🇽 MexicoJuniorMid-Level💰 MX$382,500 - MX$500,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Act as the primary interface for incoming support inquiries
Provide comprehensive support for Tier 1 and designated Tier 2 complexities
Analyze and remedy concerns regarding platform functionality and various integrations
Route sophisticated technical hurdles to advanced engineers or internal partners
Manage support interactions involving REST APIs and identity management tools
Maintain professional and empathetic dialogue with customers
Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles
Develop content for the knowledge base
Perform technical validation and testing to replicate bugs reported by users
Identify emerging support patterns or recurring friction points
Collaborate across Product and Engineering departments

Requirements

What you’ll need

Two years of professional experience within a SaaS support, IT desk, or customer-centric technical environment
Exceptional communication abilities, both written and oral
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
Proficiency in navigating support infrastructure and task management tools such as Intercom, Jira, Linear
The ability to work cohesively in a team setting
Prior exposure to compliance, information security, or B2B software delivery
Knowledge of cloud infrastructure or identity providers through academic study, specialized certifications, or internships
Background in drafting help center documentation or structured technical FAQs

Benefits

Comp & perks

Up to 100% employer-paid premiums for medical, employees and their dependents
Pension plan with 5% employee contribution and 4% employer contribution
Paid Parental Leave after six months
Access to Kindbody fertility and family-building benefits
Generous annual stipends for professional and personal development
Flexible vacation policy, paid holidays, and other perks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

REST APIsidentity managementcloud-native systemsAPI structuresmodern authenticationtechnical validationbug testingknowledge base developmentsupport infrastructure navigationtask management

Soft Skills

communicationcustomer successflexibilityorganizational skillsattention to detailteam collaborationempathyproblem-solvinganalytical skillscustomer support