Associate Technical Support Engineer

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🕒 June 25

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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 various integrations • Route sophisticated technical hurdles to advanced engineers or internal partners • Manage support interactions involving REST APIs and identity management tools • Maintain professional and empathetic dialogue with customers • Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles • Develop content for the knowledge base • Perform technical validation and testing to replicate bugs reported by users • Identify emerging support patterns or recurring friction points • Collaborate across Product and Engineering departments

🎯 Requirements

• 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 within a high-velocity startup culture • Foundational understanding of cloud-native systems, API structures, and modern authentication • Superior organizational skills and a sharp eye for detail • Proficiency in navigating support infrastructure and task management tools such as Intercom, Jira, Linear • The ability to work cohesively in a team setting • Prior exposure to compliance, information security, or B2B software delivery • Knowledge of cloud infrastructure or identity providers through academic study, specialized certifications, or internships • Background in drafting help center documentation or structured technical FAQs

🏖️ Benefits

• Up to 100% employer-paid premiums for medical, employees and their dependents • Pension plan with 5% employee contribution and 4% employer contribution • Paid Parental Leave after six months • Access to Kindbody fertility and family-building benefits • Generous annual stipends for professional and personal development • Flexible vacation policy, paid holidays, and other perks