Associate Technical Support Engineer
New
D
DrataCompliance Automation
Remote - APACFull-TimeEntry
SalaryAUD$82,000
Apply NowOpens the employer's application page
Job Details
- Experience
- Up to two years of professional experience
- Required Skills
- AWSGCPJiraAzureRESTful APIs
Requirements
- 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.
- Foundational understanding of cloud-native systems, API structures, and modern authentication.
- Superior organizational skills and a sharp eye for detail.
- Proficiency in navigating support infrastructure and task management tools such as Intercom or Jira.
- 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 is a plus.
- Knowledge of cloud infrastructure or identity providers gained through academic study, certifications, or internships is a plus.
- Background in drafting help center documentation or structured technical FAQs is a plus.
Responsibilities
- 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.
View Full Description & ApplyYou'll be redirected to the employer's site
