Associate Technical Support Engineer - Mexico

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: https://www.youtube.com/watch?v=QidTdkGwKMY 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 https://drata.com/about/life-at-drata: Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. - Experience the Impact https://www.greatplacetowork.com/certified-company/7044563: See why we are consistently recognized on Fortune's Best Workplaces lists. - Connect with Us on Socials: LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all - follow us for company updates, employee stories, and career news. Job Summary: As an Associate Technical Support Engineer at Drata, you will help build trust by supporting customers as AI transforms compliance, risk, and assurance. This role is ideal for problem-solvers growing beyond tickets—building skills across APIs, integrations, identity, cloud infrastructure, and AI workflows while making agentic experiences useful and trusted. You will partner with Engineering, Product, and Customer Success to investigate issues, turn signals into insight, and create knowledge that helps people and AI work smarter. This is an opportunity to raise the bar, shape the future of trust, and grow with Drata as we build responsible AI at the center of GRC. Before applying, please review the schedule & coverage requirements: This role supports customers across multiple time zones and requires coverage across two Pacific Time (PT) shifts. Candidates should be prepared to work one of the following assigned shifts: - Overnight shift: 12:00 a.m. – 8:00 a.m. PT - Day shift: 8:00 a.m.– 5:00 p.m. PT Additional team coverage include: - This role is based in Mexico and requires working the local hours that correspond to the assigned Pacific Time coverage window. - Participate in a rotating weekend coverage schedule as needed. Weekend coverage is shared across the team and is not required every weekend. - Participate in holiday coverage as part of the team’s support operating model. Holiday coverage will be shared across the team on a rotating basis. 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 f…