Original listing text, shown exactly as published by the company.
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, and 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.
