Associate Technical Support Engineer - AUS

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. Why Join The Drata Team? The best way to understand the Driver’s Mindset is to see it in action. We’re an award-winning, mission-driven team of 600+ people worldwide , united by a culture that values trust, speed, and continuous growth. See the Speed: 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 : Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. Experience the Impact : See why we are consistently recognized on Fortune's Best Workplaces lists. Connect with Us on Socials: LinkedIn - follow us for company updates, employee stories, and career news. Job Summary: As an Associate Technical Support Engineer at Drata, you will be an integral part of our Customer Support team, providing first- and second-line technical support to users of the Drata platform. This entry-level role is ideal for individuals who have a passion for technology, problem-solving, and delivering excellent customer service. You will work closely with experienced engineers and cross-functional teams—including Engineering, Product, and Customer Success—to assist customers in resolving technical issues, understanding platform functionality, and improving their experience. This is an excellent opportunity to build deep technical skills, grow your knowledge of SaaS infrastructure, and help customers succeed with Drata’s compliance automation platform. 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: Up to two years of professional experience within a SaaS support, IT desk, or customer-centric technical environment. Exceptional communication abilities, both written and oral, with the capacity to translate complex ideas for varied audiences. A dedication to customer success and the flexibility to thrive within a high-velocity startup culture. A natural curiosity and foundational understanding of cloud-native systems, API structures, and modern authentication. Superior organizational skills and a sharp eye for detail when handling documentation and multiple concurrent priorities. Proficiency in navigating support infrastructure and task management tools such as In