Associate Technical Support Engineer - Mexico

Drata; United States; Hybrid; USD 21,852 - 28,565; Full time

Benefits offered by this job

Stock equity

Up to 100% employer-paid medical premiums

Pension plan

Paid parental leave

Professional development stipends

Flexible vacation policy

Job summary

Drata is seeking an Associate Technical Support Engineer in the United States to join our Customer Support team. You will provide first- and second-line technical support for users of the Drata platform, collaborating with engineers, product, and customer success teams.

This entry-level role requires excellent communication skills, a dedication to customer success, and a foundational understanding of SaaS technology. You’ll receive a competitive salary and an array of benefits including shared equity, health premiums, and professional development opportunities.

Qualifications

• Two years of professional experience in SaaS support or IT desk.
• Exceptional communication abilities, both written and verbal.
• Foundational understanding of cloud-native systems and API structures.

Responsibilities

• Act as the primary interface for incoming support inquiries.
• Provide support for Tier 1 and Tier 2 complexities.
• Analyze and remedy concerns regarding platform functionality.

Skills

Communication

Problem-solving

Customer service

SaaS support

API knowledge

Cloud systems

Education

Experience in a SaaS support or IT environment

Tools

Intercom

Jira

Job description

Job Summary

As an Associate Technical Support Engineer at Drata, you will be an integral part of our Customer Support team, providing first- and second-line technical support to users of the Drata platform. This entry-level role is ideal for individuals who have a passion for technology, problem-solving, and delivering excellent customer service.

You will work closely with experienced engineers and cross-functional teams—including Engineering, Product, and Customer Success—to assist customers in resolving technical issues, understanding platform functionality, and improving their experience. This is an excellent opportunity to build deep technical skills, grow your knowledge of SaaS infrastructure, and help customers succeed with Drata’s compliance automation platform.

What You’ll Do

• 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.

What You’ll Bring

• 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

• Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together.
• Health & Wellness: Up to 100% employer‑paid premiums for medical. Employees and their dependents.
• Financial Well‑being: Our EOR offers a pension plan. You contribute 5% of your basic earnings, and the employer contributes an additional 4%.
• Family Support: We offer a paid parental leave policy after six months of employment and life‑building benefits such as fertility support and dedicated leave specialists.
• Growth & Development: Generous annual stipends for both professional and personal development, and access to internal learning opportunities.
• Time Off & Flexibility: Flexible vacation policy, paid holidays, and other perks to recharge.

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The expected compensation for this role is between MX$382,500 - MX$500,000.

A variety of factors are considered when determining someone’s leveling and compensation—including a candidate’s professional background and experience. This range may be modified in the future and final offer amounts may vary from the amounts listed above.