Associate Technical Support Engineer - Mexico
Drata · Remote · Remote - Mexico ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Based in Mexico
- Pacific Time shifts
- SaaS & AI focus
- Equity included
- Health coverage
Join Drata as an Associate Technical Support Engineer to help customers navigate automated compliance and risk management. You will resolve technical challenges related to APIs, identity management, and cloud services, acting as a bridge between users and internal engineering teams.
This position is ideal for problem-solvers looking to deepen their expertise in SaaS infrastructure and AI workflows. You will contribute to knowledge bases, replicate bugs, and ensure smooth operations for clients relying on continuous trust verification.
What you'll do
- Triage and resolve Tier 1 and Tier 2 technical support inquiries
- Investigate issues with platform functionality and automation sequences
- Manage support cases involving REST APIs and identity providers
- Route complex technical hurdles to advanced engineers with detailed docs
- Create and maintain knowledge base articles and internal manuals
- Replicate user-reported bugs to assist quality assurance efforts
- Identify recurring friction points and share insights with product teams
What you'll need
- At least 2 years in technical support or system administration roles
- Bachelor’s degree in Computer Science or equivalent practical experience
- Hands-on experience with database queries and management
- Familiarity with web applications, APIs, and software troubleshooting
- Comfortable using ticketing systems like Intercom and Jira
- Basic command line knowledge for Linux or Unix navigation
- Strong verbal and written communication skills for customer interaction
Nice to have
- Exposure to cloud platforms such as AWS, Azure, or GCP
- Familiarity with identity providers like Okta or Google Workspace
- Experience with scripting or automation tools like Python or Bash
- Awareness of compliance and security concepts in B2B SaaS
Stack
- REST APIs
- Intercom
- Jira
- AWS
- GCP
- Azure
- Okta
- Python
- Bash
How you'll work
- Role is based in Mexico with local hours corresponding to PT shifts
- Requires coverage for overnight or day Pacific Time shifts
- Participate in rotating weekend and holiday coverage schedules
- Collaborate with global teams across multiple time zones
What you get
- Stock equity participation in company success
- Up to 100% employer-paid medical premiums for employees and dependents
- Paid parental leave available after six months of employment
- Annual stipends for professional and personal development
- Flexible vacation policy and paid holidays