Associate Technical Support Engineer - Mexico

Our Mission & Values: At Drata, we help companies earn and keep the trust of their users, customers, partners, and prospects. We’re the proof layer that shows great companies deserve the trust they aim to build. We live our values every day. Built on Trust means consistency is everything. Act with Integrity by always doing the right thing. Being Customer-Obsessed keeps the people we serve at the center of our work. Competitive Fire drives us to push ourselves harder than anyone else. Diversity brings unique perspectives that lead to better solutions. Automation First ensures we save time and money by making efficiency a priority. Our Culture & Work Style 🚀 At Drata, we’re not just building software - we’re building a mindset. Everything we do springs from: - Be a Driver (Owner‑Operator Mentality): Own your work. Improve relentlessly. Deliver results.

• Move at Drata Speed (Precision & Velocity): Fast decisions. Quick learning. Immediate impact.
• Stay Mission-Driven (Customer‑Obsessed): Challenge assumptions. Deliver value. Stay hungry. If you thrive when you’re empowered, energized, and working with smart, mission-driven people, you’ll feel at home here.

• See the Speed: https://www.youtube.com/watch?v=QidTdkGwKMY Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years - Hear the Voice of the Team https://drata.com/about/life-at-drata: Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available.
• Experience the Impact https://www.greatplacetowork.com/certified-company/7044563: See why we are consistently recognized on Fortune's Best Workplaces lists.
• Connect with Us on Socials: LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all - follow us for company updates, employee stories, and career news.

What You'll Do

• 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.

• Educational background in Computer Science, Information Systems, or a related discipline is required (BA/BS/MS), or equivalent practical experience.
• 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.

• Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success.

• Health & Wellness: Up to 100% employer-paid premiums for medical, employees and their dependents - Family Support: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment.
• Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth.

• Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.

• Build a one‑page Excel “support dashboard” (e.g., ticket volume, SLA compliance, root‑cause categories) and attach it to your resume or LinkedIn; Drata’s interviewers love concrete evidence of data‑driven troubleshooting and will ask you to walk through the metrics.
• Record a 2‑minute video demo where you resolve a typical SaaS compliance issue (e.g., a missing SOC‑2 evidence file) using a ticketing system (Zendesk, Freshdesk, etc.) while narrating your thought process; embed the video in your application or share the link in the cover letter to showcase remote communication and “Automation First” mindset.
• In the interview, reference Drata’s core values—especially Built on Trust and Customer‑Obsessed—by describing a past incident where you proactively audited a client’s data, documented the steps in Excel, and prevented a compliance breach; this signals cultural fit and ownership.
• Prepare a short case study (PDF ≤ 2 pages) that outlines a time you automated a repetitive support task with Excel macros or Power Query, quantifying time saved (e.g., “Reduced manual data reconciliation from 2 hrs/day to 10 min”). Drata’s hiring team looks for “Competitive Fire” and automation aptitude.
• Research Mexico’s market rate for entry‑level technical support engineers (≈ MXN 350‑450 k base) and be ready to discuss a remote‑work stipend or equipment allowance; frame your ask around “ensuring optimal home‑office performance” to align with Drata’s efficiency‑first culture.