Technical Support Representative - Remote

BigCommerce; United States; Remote; USD 46,000 - 72,000; Full time

Job summary

An innovative firm is seeking a Technical Support Representative to join their dynamic Customer Success team. This role focuses on providing exceptional technical support to a diverse clientele, from small businesses to large enterprises. You'll become a product expert, assisting customers in deploying the platform and troubleshooting issues related to their cloud infrastructure. If you thrive in a fast-paced environment and are passionate about solving technical problems, this opportunity is perfect for you. Join a close-knit team dedicated to excellence and make a meaningful impact in the world of compliance and risk management.

Benefits

Healthcare: 90-100% paid premiums

Flexible Time Off

Learning & Development budget

16 Weeks Paid Parental Leave

Work Remotely with home office stipend

401K plan with employer contribution

Qualifications

• 1 year of experience in technical support with strong communication skills.
• Basic understanding of cloud technologies and compliance principles.

Responsibilities

• Troubleshoot technical issues and guide customers in using the platform.
• Provide customer service via live chat, email, and video.

Skills

Technical Support

Cloud Knowledge

Communication Skills

Problem Solving

Time Management

Education

High School Diploma or equivalent

Job description

Technical Support Representative (Remote)

Join to apply for the Technical Support Representative (Remote) role at Drata.

Our Customer Success team is excited to be adding to the Technical Support team! In this role you will work on technical issues, troubleshoot and guide a wide range of customers to successfully utilize our platform. You will work on a close-knit team with a history of success building, scaling, and supporting Drata’s customer success arm – which is second to none (check out the reviews!). If you thrive in a fast-paced environment with a team of A players to learn and grow with, Drata is the place for you.

There are two TSR roles open with differing working hours. One role will be 7am-3pm Pacific and the other will be 9am-5pm Pacific. You will be required to select which time frame works best for you in the application.

What you’ll do:

• Become a technical product knowledge expert on our platform, products, and services with guidance from our Senior team members.
• Help our customers with fully deploying Drata into their organizations. That involves troubleshooting with Drata itself to solving contextual issues related to a user’s cloud infrastructure, version control, IdP, HRIS, and endpoints within their environment.
• Serve as a technical expert when covering correspondence via live chat, email, and video.
• Provide customer service to a wide range of customers, from small businesses to big enterprises and educational institutions.
• Work alongside our customer success managers to help customers complete full rollouts of Drata and, occasionally, work with sales to facilitate upsell opportunities.
• Channel feedback to the rest of the company, especially when collaborating with our product and engineering teams to troubleshoot and define issues, and track their impact and fixes.
• Contribute to the ongoing internal learning and success of our team by sharing knowledge through mentorship and collaboration.

What you’ll bring:

• Service-minded and attentive to 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 skills related to compliance, automation, and log monitoring.
• Excellent time management skills and ability to multitask.
• An understanding of the principles of compliance and/or automation technology.

Requirements:

• 1 year of experience working in a position providing technical support through clear written and verbal communication.
• Basic cloud knowledge.
• Excellent English communication skills.

Benefits:

• 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.

Tier 1: $58,300 - $72,000

Tier 2: $52,500 - $64,800

Tier 3: $46,600 - $57,600

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.

Drata is on a mission to serve as the trust layer between great companies. Drata is a trust management platform that uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers.

We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We know how burdensome achieving and maintaining a strong GRC posture can be with the rise in compliance regulations. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.

Our team of SaaS, security, compliance, and audit experts have built a better way - with automation.

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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Software Development