Associate Technical Support Engineer - AUS

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.

• 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 using operational guides and escalation frameworks.
• Analyze and remedy concerns regarding platform functionality, integrations, and automation sequences alongside senior engineering mentorship.
• Route sophisticated technical hurdles to advanced engineers or internal partners, delivering detailed documentation, replication procedures, and pertinent background information.
• 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 customers, ensuring consistent status reports and transparent expectation management.
• Leverage internal platforms like Intercom and Jira to oversee ticket life cycles 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 insights to the internal team.
• Collaborate across Product and Engineering departments to continuously refine your technical expertise and elevate the overall user journey.

• 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 while knowing when to seek additional technical guidance.

• Prior exposure to compliance, information security, or B2B software delivery.
• Knowledge of cloud infrastructure or identity providers from academic study, certifications, or internships.
• Background in drafting help center documentation or structured technical FAQs.

• Shared Success
  :
  Stock equity to ensure employees share directly in company growth.
• Health & Wellness
  :
  Up to 100% employer‑paid premiums for medical coverage for employees and their dependents.
• Financial Well‑being
  :
  Pension plan with employer contributions of 4% in addition to a 5% employee contribution.
• Family Support
  :
  Paid parental leave after six months of employment; fertility and family‑building benefits through Kindbody and dedicated leave specialists.
• Growth & Development
  :
  Generous annual stipends for professional and personal development, plus internal learning opportunities.
• Time Off & Flexibility
  :
  Flexible vacation policy, paid holidays, and other perks to help recharge.

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The expected compensation 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.