Associate Technical Support Engineer - AUS

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 Intercom or Jira.
• The ability to work cohesively in a team setting while knowing when to seek additional technical guidance.
• Nice to Have Prior exposure to the fields of compliance, information security, or B2B software delivery.
• Knowledge of cloud infrastructure or identity providers gained through academic study, specialized certifications, or internships.
• Background in drafting help center documentation or structured technical FAQs.
• 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 Financial Well-being: To support your retirement planning, our EOR offers a pension plan under which you contribute 5% of your basic earnings
• your employer contributes an additional 4%, helping you build a more secure financial future.
• 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.
• Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process.
• 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 AUD$82,000.
• 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.