Associate Solutions Architect

• Serve as a customer-facing technical expert for Drata’s commercial customer segment
• Drive retention and technical health across a commercial customer portfolio through signal-based engagement and targeted technical guidance
• Increase customer self-sufficiency and platform adoption by resolving friction points and directing customers to digital resources
• Own a book of business and monitor account technical health and platform adoption
• Identify health score drops, usage threshold alerts, and renewal risk flags and proactively engage at-risk customers
• Provide limited-scope technical support for bounded integration or solutioning questions
• Partner with Customer Success Managers on customer priorities, renewals, and expansion opportunities
• Contribute to and maintain Drata Academy technical modules, how-to guides, help articles, and walkthrough videos
• Design, develop, and deliver technical workshops and webinars
• Identify self-service content gaps using support trends, escalations, and customer feedback
• Partner with Product and Customer Education teams to keep digital content accurate and current
• Develop working knowledge of APIs, desktop applications, logging, database architecture, scripting, and documentation
• Build familiarity with identity/SSO, cloud infrastructure, CI/CD pipelines, MDMs, EDRs, and HRIS providers
• Help customers adopt Drata’s AI-powered features
• Stage, reproduce, and document platform behavior and customer issues
• Participate in UAT sessions with Product Management
• Communicate commercial-segment trends to inform product advocacy and SA prioritization
• Support cross-functional technical documentation and enablement sessions
• Escalate complex or out-of-scope issues to senior Solutions Architects

Requirements

• 3–5 years of experience in a Solutions Architect, Technical Account Manager, Customer Success Engineer, or equivalent role in B2B SaaS environments
• Experience producing technical content, including help articles, video walkthroughs, or e-learning modules, strongly preferred
• Experience in security or compliance-related industries is a plus
• Familiarity with AI-powered tools or platforms, with willingness to develop deeper expertise in AI-assisted compliance workflows
• Foundational experience with AWS, GCP, or Azure
• Working knowledge of desktop applications and machine architecture on Windows, Mac, and Linux, including Chrome OS
• Experience with REST APIs and JSON
• Foundational experience with JavaScript, Python, or Bash/Shell/Unix scripting
• Strong written and verbal communication skills
• Comfort presenting to groups in webinar or workshop formats
• Ability to manage a customer portfolio and multiple content workstreams simultaneously
• Must be located in the United States

Core Competencies

Demonstrates expertise in customer engagement and technical support within B2B SaaS environments, focusing on driving customer retention, platform adoption, and self-sufficiency. Proficient in developing technical content and conducting workshops while managing a diverse customer portfolio.

Highest-signal resume keywords

• Customer Engagement
• Technical Support
• Technical Content Production
• API Knowledge
• Cloud Platform Familiarity

Hard Skills

• REST APIs
• JavaScript
• Python
• Bash/Shell Scripting
• AWS
• GCP
• Azure
• Technical Documentation
• Database Architecture
• Digital Resource Development

Soft Skills

• Strong Communication Skills
• Presentation Skills
• Customer Portfolio Management
• Multi-tasking Ability

Industry Keywords

• B2B SaaS
• Security
• Compliance
• Customer Success
• Solutions Architecture

Tools & Technologies

• AI-powered Tools
• Desktop Applications
• Cloud Infrastructure
• CI/CD Pipelines
• MDMs
• EDRs
• HRIS Providers