Associate Technical Support Engineer - AUS

Drata, Inc.

Job Overview

Location

Remote - APAC

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for customers seeking technical support on the Drata compliance automation platform, handling first- and second-line inquiries with accuracy and empathy.
• Triage and resolve standard technical issues related to platform functionality, integrations, and automation sequences using established operational guides and escalation protocols.
• Assist customers with issues involving REST APIs, identity management systems (Okta, Google), and cloud environments (AWS, GCP, Azure), ensuring secure and seamless authentication processes.
• Document detailed replication steps, background context, and error patterns when escalating complex technical issues to senior engineering teams, enabling faster resolution.
• Manage end-to-end ticket lifecycles using Intercom and Jira, maintaining precise records and ensuring timely customer updates and transparent communication.
• Contribute to the knowledge base by drafting and refining help center articles and internal procedural manuals to enhance self-service capabilities for customers.
• Perform technical validation and testing to reproduce user-reported bugs, supporting quality assurance and product improvement initiatives.
• Identify recurring support trends and systemic friction points, then communicate actionable insights to Product and Engineering teams to improve the user experience.
• Collaborate cross-functionally with Customer Success, Product, and Engineering teams to deepen technical understanding and align support efforts with platform evolution.
• Maintain professional, customer-centric communication in all interactions, prioritizing clarity, consistency, and trust-building with users of varying technical backgrounds.
• Continuously learn and apply knowledge of SaaS infrastructure, compliance automation, and cloud-native systems through mentorship and hands-on support experience.
• Adhere to Drata’s core values of trust, integrity, customer obsession, competitive fire, diversity, and automation-first principles in all daily activities.
• Operate with an owner-operator mindset, taking full responsibility for ticket resolution, process improvement, and customer satisfaction outcomes.
• Work at Drata Speed by making fast, informed decisions, rapidly learning new systems, and delivering immediate impact in a high-velocity startup environment.
• Stay mission-driven by keeping customer success at the center of every support interaction and technical decision.

🎯 Requirements

• Up to two years of professional experience in SaaS support, IT help desk, or a customer-centric technical environment
• Exceptional written and verbal communication skills with ability to explain complex technical concepts to non-technical audiences
• Foundational understanding of cloud-native systems, API structures, and modern authentication methods
• Proficiency in using support infrastructure tools such as Intercom and Jira
• Strong organizational skills and attention to detail when managing multiple concurrent priorities and documentation
• Dedication to customer success and adaptability to a fast-paced, high-growth startup culture

🏖️ Benefits

• Stock equity in the form of Restricted Stock Units (RSUs) tied to company growth
• Up to 100% employer-paid medical premiums for employees and dependents
• Employer contribution of 4% to a pension plan (in addition to employee’s 5% contribution)
• Paid parental leave after six months of employment, plus access to Kindbody fertility and family-building benefits
• Annual stipends for professional and personal development
• Flexible vacation policy with paid holidays and time-off allowances

Skills & Technologies

AWS

Azure

GCP

REST

Junior

Remote

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Drata, Inc.

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About Drata, Inc.

Drata is a compliance automation platform that continuously monitors and collects evidence for security frameworks such as SOC 2, ISO 27001, HIPAA, and PCI DSS. It integrates with cloud services, identity providers, and SaaS tools to track controls, manage risks, and generate audit-ready documentation. The company serves technology startups and enterprises seeking to streamline security compliance workflows and maintain continuous monitoring without manual spreadsheets.

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