Note: The job is a remote job and is open to candidates in USA. Drata is a company that helps organizations earn and maintain the trust of their customers through compliance automation. As an Associate Technical Support Engineer, you will provide vital technical support to users, working closely with cross-functional teams to resolve issues and enhance user experience with the Drata platform.
Responsibilities
• 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
Skills
• 2+ years of experience in customer support, technical support, system administration, or other customer-facing technical roles
• 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
• Prior exposure to the fields of compliance, information security, or B2B software delivery
• Knowledge of cloud infrastructure or identity providers gained through academic study, specialized certifications, or internships
• Background in drafting help center documentation or structured technical FAQs
Benefits
• 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.
• Up to 100% employer-paid premiums for medical, employees •and their dependents•
• To support your retirement planning, our EOR offers a pension plan under which you contribute 5% of your basic earnings, and your employer contributes an additional 4%, helping you build a more secure financial future.
• We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment.
• Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process.
• 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.
• Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.
Company Overview
• Drata is a Trust Management Platform that automates compliance workflows, streamlines risk management, and continuous security assurance It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://drata.com.
Company H1B Sponsorship
• Drata has a track record of offering H1B sponsorships, with 5 in 2026, 1 in 2025, 2 in 2024. Please note that this does not guarantee sponsorship for this specific role.