Associate Technical Support Engineer - Mexico

Stack

Responsibilities

• ▹Triage and resolve incoming support inquiries across the Drata ecosystem
• ▹Handle Tier 1 and designated Tier 2 cases using established runbooks
• ▹Analyze platform functionality, integration, and automation issues with senior mentorship
• ▹Escalate complex technical issues with detailed documentation and repro steps
• ▹Support REST APIs, identity tools (Okta/Google), cloud providers (AWS/GCP/Azure), and authentication flows
• ▹Use Intercom and Jira to manage ticket lifecycles
• ▹Develop knowledge base content and internal procedural manuals
• ▹Perform bug reproduction and technical validation for QA

Requirements

• ▹2+ years in customer support, technical support, system administration, or similar customer-facing technical role
• ▹Educational background in Computer Science, Information Systems, or related discipline (BA/BS/MS), or equivalent practical experience
• ▹Basic foundation in databases, including queries and management
• ▹Familiarity with web applications, APIs, and general software troubleshooting
• ▹Comfortable with ticketing platforms such as Intercom or Jira
• ▹Basic command line knowledge (Linux/Unix)

Nice to have

• ▹Exposure to cloud platforms (AWS, Azure, GCP) or identity providers (Okta, Google Workspace)
• ▹Familiarity with scripting/automation tools (Python, Bash)
• ▹Awareness of compliance, security, or audit-readiness concepts in B2B SaaS

Soft skills

What we offer

• ▹Equity (RSUs)
• ▹Up to 100% employer-paid medical coverage
• ▹Pension plan (5% employee + 4% employer contribution)
• ▹Paid parental leave after six months of employment
• ▹Annual stipends for professional development
• ▹Flexible vacation policy and paid holidays

About the company

Drata is the trust-management platform that helps companies earn and keep the trust of users, customers, and partners through compliance automation. An award-winning, mission-driven team of 600+ people worldwide.