Associate Solutions Architect

Job Summary

As an Associate Solutions Architect at Drata, you are a customer-facing technical expert serving Drata's commercial customer segment. You support commercial customers, engaging with them through a combination of signal-based outreach, limited-scope ad hoc support, and a digital engagement model that allows you to serve a broad customer base efficiently. You will execute within the Customer Success Group, working closely with Customer Success Managers to ensure commercial customers understand the Drata platform and are building toward a continuous, self-sufficient compliance posture. Alongside your customer-facing responsibilities, you will contribute to the digital programmes — including Drata Academy content & maintenance, help articles, walkthrough videos, and 1:many workshops — that enable Drata to serve commercial customers at scale. This is a role for someone equally comfortable in a customer conversation and build and maintaining scalable content that multiplies their impact across hundreds of accounts.

What Problems You'll Solve

• Drive retention and technical health across a commercial customer portfolio through efficient, signal-based engagement and targeted technical guidance.
• Increase commercial customer self-sufficiency and platform adoption by resolving friction points quickly and directing customers to the right digital resources.
• Build and maintain scalable digital assets — including Drata Academy content, help articles, and walkthrough videos — that reduce inbound support volume and improve time-to-value across the commercial segment.
• Identify customers showing signals of risk — including health score drops, usage threshold alerts, and renewal risk flags — and engage proactively before they escalate.

What you'll do

Commercial Book of Business

• Own a book of business of commercial customers, maintaining awareness of each account's technical health and platform adoption status.
• Monitor customer health signals — including health score drops, usage threshold alerts, and renewal risk flags — and engage proactively with at-risk customers to provide targeted, limited-scope technical guidance.
• Provide limited-scope ad hoc technical support for commercial customers who raise specific, bounded integration or solutioning questions.
• Partner closely with Customer Success Managers to stay aligned on customer priorities, renewal timelines, and expansion opportunities with a technical dimension.
• Direct customers to self-service resources and digital assets where appropriate, reinforcing the commercial segment's self-sufficiency model.

Digital Programmes & Content

• Contribute to and help maintain Drata Academy content — Drata's self-service learning platform — developing and updating technical modules, how-to guides, and walkthrough videos that reflect the current state of the platform, including AI-powered features.
• Design, develop, and deliver 1:many technical workshops and webinars that address common implementation challenges, integration patterns, and best practices for the commercial customer base.
• Identify gaps in existing self-service content by monitoring support trends, common escalations, and customer feedback, and prioritise content creation accordingly.
• Partner with Product and Customer Education teams to ensure digital content is accurate, up-to-date, and aligned with the most common commercial customer implementation patterns.

Technical Expertise

• Develop working knowledge of Drata's platform, including third-party integrations via APIs, desktop applications, logging, database architecture, scripting, and documentation.
• Build familiarity with key functional areas as commercial customer needs dictate, including identity/SSO, cloud infrastructure, CI/CD pipelines, MDMs, EDRs, and HRIS providers.
• Develop working proficiency with Drata's AI-powered features and help customers understand and adopt these capabilities through both 1:1 and digital channels.
• Stage, reproduce, and document platform behaviour and customer issues to drive quick resolutions, bug tickets, and feature requests.
• Participate in UAT sessions with Product Management to contribute commercial customer use cases before features are released to production.

How You'll Contribute to the Customer Success Group

• Serve as the team's primary contributor to commercial-segment digital enablement, building assets that benefit the broader SA organisation and customer base.
• Identify and communicate trends across the commercial segment — common friction points, underutilised features, and adoption barriers — to inform product advocacy and SA team prioritisation.
• Support cross-functional teams by contributing to technical documentation and enablement sessions relevant to the commercial customer base.
• Escalate complex or out-of-scope technical issues to senior SAs with clear context and documentation to enable fast resolution.

What you'll bring

• 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 (e.g., SOC 2, ISO 27001, HIPAA) is a plus.
• Familiarity with AI-powered tools or platforms, with a willingness to develop deeper expertise in AI-assisted compliance workflows.
• Foundational experience with cloud platforms such as 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, with comfort presenting to groups in a webinar or workshop format.
• Self-directed and organised, with the ability to manage a customer portfolio and multiple content wo