Associate Technical Support Engineer
Virtual Vocations Inc
Providing first- and second-line technical support, the remote Associate Technical Support Engineer will assist users of the Drata platform by resolving technical issues, managing support inquiries, and collaborating with cross-functional teams to enhance customer experience. Key responsibilities Act as the primary interface for incoming support inquiries, assisting with the triage and resolution of technical challenges Provide comprehensive support for Tier 1 and designated Tier 2 complexities, utilizing operational guides and escalation frameworks Analyze platform functionality concerns and collaborate with senior engineers to resolve issues effectively Required qualifications Two years of professional experience in a SaaS support, IT desk, or customer-centric technical environment Foundational understanding of cloud-native systems, API structures, and modern authentication Proficiency in support infrastructure and task management tools such as Intercom and Jira Prior exposure to compliance, information security, or B2B software delivery Background in drafting help center documentation or structured technical FAQs
Vacancy posted 4 days ago
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