Associate Technical Support Engineer

Responsibilities

• Act as the primary interface for incoming support inquiries, assisting with triage and resolution of standard technical challenges across the Drata ecosystem.
• Provide Tier 1 and designated Tier 2 support using operational guides and escalation frameworks.
• Analyze and resolve issues involving platform functionality, integrations, and basic automation sequences.
• Escalate complex technical issues with detailed documentation, replication procedures, and relevant context.
• Support REST APIs, identity management tools such as Okta and Google Workspace, cloud providers including AWS, GCP, and Azure, and secure authentication processes.
• Maintain empathetic customer communication, status updates, and transparent expectation management.
• Use Intercom and Jira to manage ticket lifecycles and maintain accurate records.
• Create knowledge-base content, external help articles, and internal procedural documentation.
• Perform technical validation and testing to reproduce user-reported bugs and support quality assurance.
• Identify recurring support patterns and friction points and communicate insights internally.
• Collaborate with Product and Engineering to improve technical expertise and the customer experience.

Requirements

• 2+ years of experience in customer support, technical support, system administration, or another customer-facing technical role.
• BA, BS, or MS in Computer Science, Information Systems, or a related discipline, or equivalent practical experience.
• Basic database knowledge, including database queries, management, and operations.
• Familiarity with web applications, APIs, and software troubleshooting.
• Comfort using ticketing and support platforms such as Intercom and Jira.
• Familiarity with scripting or automation tools such as Python and Bash.
• Experience with REST APIs and developer tools.
• Basic command-line knowledge, including Linux/Unix navigation.
• Awareness of compliance, security, or audit-readiness concepts in a B2B SaaS environment.
• Ability to follow structured troubleshooting procedures and escalate issues appropriately.
• Clear verbal and written communication with a customer-first approach.
• Curiosity, ownership, and willingness to grow in a technical environment.

Nice-to-haves

• Exposure to AWS, Azure, or GCP.
• Experience with Okta, Google Workspace, or other identity providers.
• Experience with SaaS tools.

Schedule

• The role is based in Mexico and supports customers across multiple time zones.
• Assigned coverage is one of two Pacific Time shifts: overnight, 12:00 a.m.–8:00 a.m. PT, or day, 8:00 a.m.–5:00 p.m. PT, worked during corresponding local hours in Mexico.
• Participate in rotating weekend and holiday coverage as needed.

Compensation and Benefits

• Expected compensation: MX$382,500–MX$500,000.
• Stock equity, typically in the form of Restricted Stock Units (RSUs).
• Up to 100% employer-paid medical premiums for employees and dependents.
• Paid parental leave after six months of employment.
• Annual professional and personal development stipends.
• Flexible vacation policy and paid holidays.