Associate Technical Support Engineer

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Drata

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🔒 Cybersecurity

📋 Compliance

☁️ SaaS

💰 $100M Series B on 2021-11

Cybersecurity • Compliance • SaaS

Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company’s security controls, streamlining workflows to ensure audit-readiness. The platform provides solutions for startups, growth, and enterprise companies to scale and enhance their compliance programs. It covers a variety of frameworks including SOC 2, ISO 27001, HIPAA, GDPR, and FedRAMP. Drata offers integrations with various systems and promotes automation and customization in managing compliance processes, helping companies maintain compliance effortlessly through adaptive automation and deep integrations with existing IT ecosystems.

📋 Description

• Act as the primary interface for incoming support inquiries • Provide comprehensive support for Tier 1 and designated Tier 2 complexities • Analyze and remedy concerns regarding platform functionality and integrations • Route sophisticated technical hurdles to advanced engineers or internal partners • Manage support interactions involving REST APIs and authentication processes • Maintain professional dialogue with customers, ensuring consistent status reports • Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles • Develop content for the knowledge base and contribute to help articles • Perform technical validation and testing to replicate bugs reported by users • Identify emerging support patterns and communicate insights to the team • Collaborate across Product and Engineering departments to elevate user experience

🎯 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 • A dedication to customer success and the flexibility to thrive in a startup culture • A natural curiosity and foundational understanding of cloud-native systems and API structures • Superior organizational skills and a sharp eye for detail • Proficiency in navigating support infrastructure and task management tools like Intercom or Jira • Ability to work cohesively in a team setting while seeking additional technical guidance

🏖️ Benefits

• Up to 100% employer-paid premiums for medical, employees and their dependents • Pension plan under which you contribute 5% and employer contributes 4% • Paid Parental Leave policy after six months of employment • Kindbody fertility and family-building benefits • Annual stipends for professional and personal development • Access to a wide range of internal learning opportunities • Flexible vacation policy and paid holidays