Associate Technical Support Engineer

Drata

Technical Support Engineer providing first- and second-line technical support for Drata platform users. Collaborating with teams to resolve issues, improving customer experience with the SaaS compliance platform.

Posted 6/25/2026full-timeRemote • 🇦🇺 AustraliaJuniorMid-Level💰 A$82,000 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 integrations
Route sophisticated technical hurdles to advanced engineers or internal partners
Manage support interactions involving REST APIs and authentication processes
Maintain professional dialogue with customers, ensuring consistent status reports
Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles
Develop content for the knowledge base and contribute to help articles
Perform technical validation and testing to replicate bugs reported by users
Identify emerging support patterns and communicate insights to the team
Collaborate across Product and Engineering departments to elevate user experience

Requirements

What you’ll need

Up to 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 in a startup culture
A natural curiosity and foundational understanding of cloud-native systems and API structures
Superior organizational skills and a sharp eye for detail
Proficiency in navigating support infrastructure and task management tools like Intercom or Jira
Ability to work cohesively in a team setting while seeking additional technical guidance

Benefits

Comp & perks

Up to 100% employer-paid premiums for medical, employees and their dependents
Pension plan under which you contribute 5% and employer contributes 4%
Paid Parental Leave policy after six months of employment
Kindbody fertility and family-building benefits
Annual stipends for professional and personal development
Access to a wide range of internal learning opportunities
Flexible vacation policy and paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

REST APIsauthentication processestechnical validationbug testingcloud-native systemsAPI structures

Soft Skills

communicationcustomer successflexibilitycuriosityorganizational skillsattention to detailteam collaboration