Associate Technical Support Engineer - Mexico

Drata·Remote - Mexico·24 июня

Associate Technical Support Engineer - Mexico

🌍 УдалённоJuniorПолная занятость🌐 Глобал

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Чем предстоит заниматься

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

Identify emerging support patterns or recurring friction points and communicate these strategic insights to the internal team

Collaborate across Product and Engineering departments to continuously refine your technical expertise and elevate the overall user journey

Наши требования

2+ years of experience in customer support, technical support, system administration, or other customer-facing technical roles

Educational background in Computer Science, Information Systems, or a related discipline is required (BA/BS/MS), or equivalent practical experience

Basic foundation in databases, including hands-on experience with database queries, management, and operations

Familiarity with web applications, APIs, and general software troubleshooting

Exposure to cloud platforms (AWS, Azure, GCP), identity providers (Okta, Google Workspace), or SaaS tools is a plus

Comfortable using ticketing and support platforms like Intercom, Jira, or similar systems

Familiarity with scripting or automation tools (e.g., Python, Bash)

Experience working with REST APIs or developer tools

Basic command line knowledge (e.g., 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 skills, with a focus on delivering customer-first solutions

Curiosity, a strong sense of ownership, and a desire to grow in a technical environment

Мы предлагаем

At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving

Explore how we invest in your Life at Drata

Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective success

Health & Wellness: Up to 100% employer-paid premiums for medical, employees and their dependents

Family Support: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment

Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence

Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The expected compensation for this role is between: MX$382,500 - MX$500,000

A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. This range may be modified in the future and final offer amounts may vary from the amounts listed above

Дополнительно

At Drata, we help companies earn and keep the trust of their users, customers, partners, and prospects. We’re the proof layer that shows great companies deserve the trust they aim to build

We live our values every day. Built on Trust means consistency is everything. Act with Integrity by always doing the right thing. Being Customer-Obsessed keeps the people we serve at the center of our work. Competitive Fire drives us to push ourselves harder than anyone else. Diversity brings unique perspectives that lead to better solutions. Automation First ensures we save time and money by making efficiency a priority

Our Culture & Work Style 🚀

At Drata, we’re not just building software - we’re building a mindset. Everything we do springs from

Be a Driver (Owner‑Operator Mentality): Own your work. Improve relentlessly. Deliver results

Move at Drata Speed (Precision & Velocity): Fast decisions. Quick learning. Immediate impact

Stay Mission-Driven (Customer‑Obsessed): Challenge assumptions. Deliver value. Stay hungry

If you thrive when you’re empowered, energized, and working with smart, mission-driven people, you’ll feel at home here

Why Join The Drata Team?

The best way to understand the Driver’s Mindset is to see it in action. We’re an award-winning, mission-driven team of 600+ people worldwide, united by a culture that values trust, speed, and continuous growth

See the Speed: Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years

Hear the Voice of the Team Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available

Experience the Impact See why we are consistently recognized on Fortune's Best Workplaces lists

Connect with Us on Socials: LinkedIn - follow us for company updates, employee stories, and career news

As an Associate Technical Support Engineer at Drata, you will be an integral part of our Customer Support team, providing first- and second-line technical support to users of the Drata platform. This entry-level role is ideal for individuals who have a passion for technology, problem-solving, and delivering excellent customer service

You will work closely with experienced engineers and cross-functional teams—including Engineering, Product, and Customer Success—to assist customers in resolving technical issues, understanding platform functionality, and improving their experience. This is an excellent opportunity to build deep technical skills, grow your knowledge of SaaS infrastructure, and help customers succeed with Drata’s compliance automation platform

Drata

Remote - Mexico

ГрейдJunior

ЗанятостьПолная занятость

РегионМексика

ФорматУдалённо

ИсточникСкрыто

Опубликовано24 июня

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