Associate Technical Support Engineer
D
DrataSaaS Compliance
Remote - MexicoFull-TimeEntry
SalaryMX$382,500 - MX$500,000
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Job Details
- Experience
- Two years of professional experience
- Required Skills
- AWSGCPJiraAzureRESTful APIsTechnical supportSaaS
Requirements
- Two years of professional experience within a SaaS support, IT desk, or customer-centric technical environment.
- Foundational understanding of cloud-native systems, API structures, and modern authentication.
- Proficiency in navigating support infrastructure and task management tools such as Intercom, Jira, Linear.
- Exceptional communication abilities, both written and oral, with the capacity to translate complex ideas for varied audiences.
- Superior organizational skills and a sharp eye for detail when handling documentation and multiple concurrent priorities.
- 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.
- Ability to work cohesively in a team setting while knowing when to seek additional technical guidance.
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.
- 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.
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