Associate Technical Support Engineer

Job Summary

Providing first- and second-line technical support, the remote Associate Technical Support Engineer will assist users of the Drata platform by resolving technical issues, managing support inquiries, and collaborating with cross-functional teams to enhance customer experience.

Key responsibilities

• Act as the primary interface for incoming support inquiries, assisting with the triage and resolution of technical challenges
• Provide comprehensive support for Tier 1 and designated Tier 2 complexities, utilizing operational guides and escalation frameworks
• Analyze platform functionality concerns and collaborate with senior engineers to resolve issues effectively

Required qualifications

• Two years of professional experience in a SaaS support, IT desk, or customer-centric technical environment
• Foundational understanding of cloud-native systems, API structures, and modern authentication
• Proficiency in support infrastructure and task management tools such as Intercom and Jira
• Prior exposure to compliance, information security, or B2B software delivery
• Background in drafting help center documentation or structured technical FAQs