Technical Support Representative (Remote)

Careers at Drata; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Technical Support Representative to join their team. This role involves troubleshooting technical issues, guiding customers on the SafeBase platform, and providing high-quality support. Ideal candidates will have a service-minded attitude and a passion for solving technical problems. The position offers opportunities for growth and learning within a dynamic environment.

Benefits

90-100% paid premiums for medical, dental, and vision plans

$500 annually for professional development

$250 annually for personal development

Flexible Time Off

16 Weeks Paid Parental Leave

$1,000 annually for home office expenses

401K plan

Qualifications

• 1-2 years of experience in technical support.
• Basic knowledge of cloud computing and cybersecurity.
• Experience with support ticketing systems.

Responsibilities

• Troubleshoot technical issues and guide customers.
• Serve as the first line of defense for customer inquiries.
• Help customers deploy SafeBase into their organizations.

Skills

Service-minded

Technical problem solving

Time management

Verbal communication

Education

1-2 years of technical support experience

Basic cloud computing knowledge

Previous security or GRC industry experience

Tools

Intercom

Servicenow

Zendesk

Job description

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 who have made it their mission to provide the highest quality, customer-focused support possible. 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 this position will initially work solely with the SafeBase team, it will eventually become part of the larger Drata organization.

What you’ll do:

• Become a technical product knowledge expert on the SafeBase platform, products, and services with guidance from our Senior team members.
• Serve as the first line of defense when customers ask questions about how the product works and when they encounter challenges. This will include improving our AI chat responses, solving issues outright, investigating and escalating complex issues quickly, and submitting feature requests with contextual information.
• Answer incoming customer conversations via our support services' live chat and triage tickets.
• Help our customers fully deploy SafeBase into their organizations. This involves troubleshooting the SafeBase platform and its integrations.
• Solve contextual issues related to a customer’s IdP, CRM, data warehouse, web hosting, and bespoke configurations within their environment.
• Provide customer service and technical expertise to customers, from small start-ups to large enterprises, across live chat, email, and video.

What you’ll bring:

• Service-minded and attentive attitude toward giving customers the best possible support and experience with our products.
• Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for solving technical problems.
• Willingness to research and learn more complex security, compliance, automation, log monitoring, and code tracing skills.
• Excellent time management, multi-tasking, and context-switching skills.
• An understanding of the principles of compliance and/or automation technology.
• Strong verbal communication skills to provide concise examples and clear solutions to problems at hand

Requirements:

• 1-2 years of experience working in a position providing technical support through clear written and verbal communication.
• Basic cloud computing and cybersecurity knowledge.
• Previous security or GRC industry experience, ideally in a B2B SaaS environment. While a formal security background isn’t required, it would certainly help.
• Experience with support ticketing systems and automated support workflows (Intercom, Servicenow, Zendesk, etc.).
• Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
• 100% paid short and long term disability plus life + AD&D benefits
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
• 401K: Reach your financial goals while reducing your taxes

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected salary ranges for this role are below, subject to change.

You can view which tier applies to where you plan to work here . A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.

Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.

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