# Associate Technical Support Engineer

**Company:** [Drata](https://hotfix.jobs/companies/drata)
**Location:** Remote
**Role:** Support Engineering
**Salary:** MX$383k – MX$500k/yr
**Experience:** 2+ years
**Skills:** REST APIs, Databases, Python, Bash, Linux, AWS, Azure, GCP, Okta, Google Workspace, Intercom, Jira, Identity Management, SaaS
**Posted:** 2026-06-24

> Provides Tier 1 and designated Tier 2 technical support for a B2B SaaS platform, troubleshooting APIs, integrations, identity systems, cloud services, and automation workflows. The role requires 2+ years of technical customer-facing experience and coverage of assigned Pacific Time shifts from Mexico.

## Job Description

## 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.

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