Introduction: Our Customer Success team at Drata is thrilled to announce an exciting opportunity to join our Technical Support team! If you’re passionate about tackling technical challenges and guiding customers to success, this role is tailor-made for you. With a close-knit team renowned for its excellence in building, scaling, and supporting Drata’s customer success initiatives, you’ll find a stimulating environment where you can thrive and grow.
Role Overview: As a Technical Support member at Drata, you’ll:
- Become an expert on our platform, products, and services with guidance from seasoned Senior team members.
- Assist customers in deploying Drata into their organizations, troubleshooting technical issues, and addressing contextual challenges related to cloud infrastructure, version control, IdP, HRIS, and endpoints.
- Serve as a technical resource through live chat, email, and video correspondence, providing top-notch customer service to businesses of all sizes, from startups to enterprises and educational institutions.
- Collaborate with our customer success managers to ensure seamless rollouts of Drata and identify opportunities for upselling.
- Act as a conduit for customer feedback, working closely with product and engineering teams to troubleshoot issues, track impact, and drive improvements.
- Contribute to team success through mentorship, collaboration, and ongoing learning initiatives.
What We’re Looking For: We seek individuals who embody the following qualities:
- Service-oriented mindset with a focus on delivering exceptional customer experiences.
- Proactive approach to learning new technologies and solving technical problems.
- Willingness to delve into complex skills related to compliance, automation, and log monitoring.
- Strong time management skills and ability to juggle multiple tasks effectively.
- Understanding of compliance and/or automation principles.
Requirements: To excel in this role, you’ll need:
- At least 2 years of experience in technical support roles, demonstrating clear written and verbal communication.
- Basic knowledge of cloud computing.
- Excellent English communication skills.
Benefits: We offer a comprehensive benefits package, including:
- Healthcare coverage with 90-100% paid premiums for medical, dental, and vision plans for employees and dependents.
- Pre-tax savings plans for healthcare and dependent care, along with employer contributions to the HSA plan.
- Paid short and long-term disability, life, and AD&D benefits.
- Learning and development opportunities with annual allowances for professional and personal development.
- Flexible time off policy and 16 weeks of paid parental leave.
- Remote work options with a yearly stipend for home office essentials.
- 401k plan to support your financial goals.
Compensation: This role offers a competitive base salary, benefits, and equity. The salary range varies based on geographic location, categorized into three tiers. Please refer to the applicable tier based on your permanent residence and work location.
Join Us: If you’re ready to embark on a rewarding journey with a team of passionate problem-solvers, apply now to be part of Drata’s Technical Support team. Together, let’s shape the future of customer success in the tech industry.
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