[Hiring] Technical Support Representative @Careers at Drata

Careers at Drata; United States; Remote; USD 46,000 - 72,000; Full time

Job summary

A leading company is seeking a remote Technical Support Representative to join their team. In this role, you will troubleshoot technical issues and guide customers in utilizing the SafeBase platform. The ideal candidate will possess strong communication skills and a service-minded attitude. You will work closely with a dedicated team to provide high-quality support, ensuring customer satisfaction. This position offers flexible hours and a comprehensive benefits package, including healthcare coverage and a 401K plan.

Benefits

Comprehensive healthcare coverage

Pre-tax savings plans

Paid short and long-term disability

Annual allowances for development

Flexible vacation policy

16 weeks paid parental leave

Remote work with flexible hours

401K retirement plan

Qualifications

• 1-2 years of experience providing technical support.
• Basic knowledge of cloud computing and cybersecurity.
• Experience in security or GRC industry preferred.

Responsibilities

• Become a technical product knowledge expert on the SafeBase platform.
• Serve as the first line of defense for customer inquiries.
• Provide excellent customer service and technical support.

Skills

Customer Service

Technical Problem Solving

Time Management

Communication

Tools

Intercom

ServiceNow

Zendesk

Job description

May 11, 2025 - Careers at Drata is hiring a remote Technical Support Representative. Salary: $46,600 - $72,000. Location: USA.

Trust is the foundation of our products, values, and culture. More than a mission to eliminate security questionnaires, we’re driven by a singular purpose and passion — to create a world built on customer trust. We are excited to build the Technical Support team and hire our first technical support representative! In this role, you will work on and troubleshoot technical issues, configure settings and integrations, and guide a wide range of customers to utilize the SafeBase platform successfully. As the first Technical Support representative to join SafeBase, you will work with and learn from a close-knit team of Solutions Engineers dedicated to providing high-quality, customer-focused support. If you thrive in a fast-paced environment with a team of A players to learn and grow, SafeBase is the place for you.

While initially working solely with the SafeBase team, this position will eventually become part of the larger Drata organization.

What you’ll do:

1. Become a technical product knowledge expert on the SafeBase platform, products, and services with guidance from senior team members.
2. Serve as the first line of defense for customer inquiries about product functionality and challenges. This includes improving AI chat responses, solving issues, investigating and escalating complex problems, and submitting feature requests with relevant information.
3. Respond to customer conversations via live chat and support tickets.
4. Assist customers in deploying SafeBase within their organizations by troubleshooting the platform and its integrations.
5. Address contextual issues related to customer environments, such as IdP, CRM, data warehouses, web hosting, and custom configurations.
6. Provide excellent customer service and technical support across live chat, email, and video for a diverse customer base, from startups to large enterprises.

What you’ll bring:

• A service-minded and attentive attitude focused on delivering the best support and experience.
• Initiative and eagerness to learn new skills and stay updated with the latest trends; passion for solving technical problems.
• Willingness to research and learn complex security, compliance, automation, log monitoring, and code tracing skills.
• Strong time management, multi-tasking, and ability to switch contexts efficiently.
• Understanding of compliance principles and automation technology.
• Excellent verbal communication skills to clearly convey solutions and examples.

Requirements:

• 1-2 years of experience providing technical support with clear communication skills.
• Basic knowledge of cloud computing and cybersecurity.
• Excellent English communication skills.
• Experience in security or GRC industry, preferably in a B2B SaaS environment. Formal security background is not required but beneficial.
• Experience with support ticketing systems and automated workflows (e.g., Intercom, ServiceNow, Zendesk).

Benefits:

• Comprehensive healthcare coverage with premiums paid for employees and dependents, plus on-demand health concierge.
• Pre-tax savings plans (HSA, FSA, DCFSA) with employer contributions.
• Paid short and long-term disability, life, and AD&D insurance.
• Annual allowances for professional and personal development.
• Flexible vacation policy.
• 16 weeks paid parental leave.
• Remote work with flexible hours and a home office stipend.
• 401K retirement plan.

Salary ranges are tier-based depending on geographic location, with the possibility of adjustments. Final offers may vary.

Drata is committed to building trust and automating governance, risk, and compliance processes to help businesses maintain customer trust. Employment is based on merit, and we prohibit discrimination and harassment in the workplace.