Technical Support Representative (Remote)

Our Customer Success team is excited to be adding to the Technical Support team! In this role you will work on technical issues, troubleshoot and guide a wide range of customers to successfully utilize our platform. You will work on a close knit team with a history of success building, scaling and supporting Drata’s customer success arm–which is second to none (check out the reviews!). If you thrive in a fast paced environment with a team of A players to learn and grow with, Drata is the place for you.

“Please note the core hours for this role are 9am – 5pm Pacific time zone”

What you’ll do: 

• Become a technical product knowledge expert on our platform, products, and services with guidance from our Senior team members.
• Help our customers with fully deploying Drata into their organizations. That involves troubleshooting with Drata itself to solving contextual issues related to a user’s cloud infrastructure, version control, IdP, HRIS, and endpoints within their environment.
• Serve as a technical expert when covering correspondence via live chat, email, and video.
• Provide customer service to a wide range of customers, from small businesses to big enterprises and educational institutions.
• Work alongside our customer success managers to help customers complete full rollouts of Drata and, occasionally, work with sales to facilitate upsell opportunities.
• Channel feedback to the rest of the company, especially when collaborating with our product and engineering teams to troubleshoot and define issues, and track their impact and fixes.
• Contribute to the ongoing internal learning and success of our team by sharing knowledge through mentorship and collaboration.

What you’ll bring:

• Service-minded and attentive to giving customers the best possible support and experience with our products.
• Initiative and desire to learn new skills/ technologies and remain up-to-date with the latest trends; real passion for solving technical problems.
• Willingness to research and learn more complex skills related to compliance, automation, and log monitoring.
• Excellent time management skills and ability to multitask.
• An understanding of the principles of compliance and/or automation technology.

Requirements: 

• 2+ years of experience working in a position providing technical support through clear written and verbal communication.
• Basic cloud knowledge.
• Excellent English communication skills.

Benefits:

• Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
• 100% paid short and long term disability plus life + AD&D benefits
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
• 401K: Reach your financial goals while reducing your taxes

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected salary ranges for this role are below, subject to change. 

Tier 1: $72,250 – $89,250

Tier 2: $65,025 – $80,325

Tier 3: $58,523 – $72,293