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:

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.

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:

• 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.

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  Act as the primary interface for incoming support inquiries, assisting with the triage and resolution of standard technical challenges throughout the Drata ecosystem.

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  Provide comprehensive support for Tier 1 and designated Tier 2 complexities by utilizing established operational guides and escalation frameworks.

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  Analyze and remedy concerns regarding platform functionality, various integrations, and fundamental automation sequences alongside senior engineering mentorship.

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  Route sophisticated technical hurdles to advanced engineers or internal partners, delivering detailed documentation, replication procedures, and pertinent background info.

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  Manage support interactions involving REST APIs, identity management tools (Okta/Google), cloud providers (AWS/GCP/Azure), and secure authentication processes.

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  Maintain professional and empathetic dialogue with our customers, ensuring they receive consistent status reports and transparent expectation management.

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  Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles and preserve meticulous administrative records.

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  Develop content for the knowledge base, contributing to external help articles and internal procedural manuals to improve self-service resources.

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  Perform technical validation and testing to replicate bugs reported by users, aiding in quality assurance efforts.

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  Identify emerging support patterns or recurring friction points and communicate these strategic insights to the internal team.

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  Collaborate across Product and Engineering departments to continuously refine your technical expertise and elevate the overall user journey.

How we support you:
At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving.

Explore how we invest in your Life at Drata.

• Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective 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. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence.

• 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.

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The expected compensation for this role is between: MX$382,500 - MX$500,000.

A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. This range may be modified in the future and final offer amounts may vary from the amounts listed above.