Associate Technical Support Engineer - Mexico

Responsibilities

• 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.

Languages