Associate Technical Support Engineer ‑ Mexico

This is a Mexico-based technical support role for Drata, handling Tier 1 and some Tier 2 customer issues across APIs, integrations, identity, cloud platforms, and SaaS tooling. It requires working one of two Pacific Time coverage shifts, with rotating weekend and holiday coverage.

• Triage and resolve incoming technical support inquiries
• Provide Tier 1 and designated Tier 2 support using guides and escalation frameworks
• Troubleshoot platform functionality, integrations, and automation sequences
• Route advanced technical issues with detailed documentation and reproduction steps
• Support API, identity, cloud, and authentication-related customer issues
• Manage ticket lifecycles in Intercom and Jira
• Create external help articles and internal procedural documentation
• Replicate reported bugs and identify recurring support patterns

• 2+ years in customer support, technical support, system administration, or customer-facing technical roles
• Computer Science, Information Systems, or related degree, or equivalent practical experience
• Basic database queries, management, and operations experience
• Familiarity with web applications, APIs, and software troubleshooting
• Comfort using Intercom, Jira, or similar ticketing platforms
• Familiarity with scripting or automation tools such as Python or Bash
• Experience with REST APIs or developer tools
• Clear verbal and written customer communication skills