Associate Technical Support Engineer - Mexico

Drata is building the trust layer between great companies - automating compliance, managing risk, and helping organizations prove trust continuously as they scale. We're Dratanauts: a global crew of 600+ professionals united by a culture that rewards integrity, ownership, and raising the bar, no matter where in the world we're working from. Why Join the Drata Team? At Drata, you're not maintaining legacy compliance software - you're building the agentic AI platform defining what trust looks like for the next generation of companies. Here's what makes the work itself worth showing up for: - Problems without a playbook: You'll work at the edge of AI and security, building agentic governance, continuous compliance, and real-time trust verification to solve problems that don't have an established answer yet. You're writing it as you go. - Real ownership, not just process: Our values center on owning outcomes and raising the bar, not checking boxes. You're expected to have opinions and back them. - A seat at the table: Your perspective is unique and valued. Open debate and diverse viewpoints are built into how decisions actually get made here, at every level. - Growth at rocketship speed: Drata is scaling fast, which means scope grows fast too. High performers get more ownership, visibility, and experience. - A crew, not just coworkers: Dratanauts consistently describe a "come as you are" culture with sharp, curious people—the kind of team that makes hard problems genuinely fun to solve. See what they say here https://drata.com/about/careers/life and follow us on LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all for company news, employee stories, and career updates. Job Summary: As an Associate Technical Support Engineer at Drata, you will help build trust by supporting customers as AI transforms compliance, risk, and assurance. This role is ideal for problem-solvers growing beyond tickets—building skills across APIs, integrations, identity, cloud infrastructure, and AI workflows while making agentic experiences useful and trusted. You will partner with Engineering, Product, and Customer Success to investigate issues, turn signals into insight, and create knowledge that helps people and AI work smarter. This is an opportunity to raise the bar, shape the future of trust, and grow with Drata as we build responsible AI at the center of GRC. Before applying, please review the schedule & coverage requirements: This role supports customers across multiple time zones and requires coverage across two Pacific Time (PT) shifts. Candidates should be prepared to work one of the following assigned shifts: - Overnight shift: 12:00 a.m. – 8:00 a.m. PT - Day shift: 8:00 a.m.– 5:00 p.m. PT Additional team coverage include: - This role is based in Mexico and requires working the local hours that correspond to the assigned Pacific Time coverage window. - Participate in a rotating weekend coverage schedule as needed. Weekend coverage is shared across the team and is not required every weekend. - Participate in holiday coverage as part of the team’s support operating model. Holiday coverage will be shared across the team on a rotating basis. 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. What you'll bring: - 2+ years of experience in customer support, technical support, system administration, or other customer-facing technical roles. - 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 communica