Senior Technical Support Specialist

🕒 October 27

🇺🇸 United States – Remote

💵 $71k - $109k / year

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 0%

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• Open for 16 days.
• Jobs at this company usually fill in 48 days.

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Drata

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🔒 Cybersecurity

📋 Compliance

☁️ SaaS

💰 $100M Series B on 2021-11

Cybersecurity • Compliance • SaaS

Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company’s security controls, streamlining workflows to ensure audit-readiness. The platform provides solutions for startups, growth, and enterprise companies to scale and enhance their compliance programs. It covers a variety of frameworks including SOC 2, ISO 27001, HIPAA, GDPR, and FedRAMP. Drata offers integrations with various systems and promotes automation and customization in managing compliance processes, helping companies maintain compliance effortlessly through adaptive automation and deep integrations with existing IT ecosystems.

📋 Description

• Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows • Deliver hands-on technical support through email, chat, and video • Diagnose advanced issues involving Google Workspace, Slack, GitHub, AWS, Okta, Microsoft 365, and other cloud-based tools • Lead root cause analysis for sync failures, SSO/SCIM errors, API-level problems, and multi-platform data discrepancies • Partner with enterprise customers during onboarding, integration setup, and audit preparation • Provide technical consultation on control coverage, framework completion, audit readiness metrics, and evidence collection workflows • Collaborate with Product and Engineering to prioritize bugs, escalate critical incidents, and influence feature development • Mentor associate and mid-level support specialists • Create and improve internal documentation, training resources, and support playbooks • Track and manage escalated customer cases, ensuring timely follow-up and high CSAT/NPS scores

🎯 Requirements

• Minimum 5+ years in a technical support, solutions engineering, or technical success role • At least 2+ years supporting enterprise or high-touch B2B SaaS customers • Expert-level troubleshooting across APIs, identity providers (SSO/SCIM), cloud infrastructure, and data sync logic • Proven ability to manage escalations and complex technical conversations with enterprise stakeholders • In-depth understanding of SaaS architecture, OAuth, SAML, RBAC, provisioning flows, and platform observability • Experience supporting compliance, security, or IT products, including SOC 2, ISO 27001, HIPAA, or GDPR • Familiarity with Postman, browser developer tools, and cloud provider consoles such as AWS IAM, Azure AD, and GCP • Strong written and verbal communication skills and ability to explain technical concepts to non-technical audiences • Proactive mindset and ability to drive resolution and improve systems through data and feedback • Experience with Zendesk, Intercom, Jira, Slack, and knowledge base platforms • Bonus: Experience onboarding or supporting enterprise customers through complex audit timelines • Bonus: Familiarity with enterprise support practices such as account health reviews, runbooks, and tiered response SLAs • Bonus: Experience creating documentation and training for technical support teams • Bonus: Prior work in a fast-growing startup or scale-up environment

🏖️ Benefits

• Stock equity • Up to 100% employer-paid medical, dental, and vision premiums for employees and dependents • Comprehensive wellness benefits • Healthcare concierge services • 401(k) plan • Company-paid life and disability insurance • Tax-advantaged spending accounts • Discounted voluntary offerings • Paid parental leave after six months of employment • Kindbody fertility and family-building benefits • Dedicated leave specialists • Generous annual professional and personal development stipends • Internal learning opportunities • Flexible vacation policy • Paid holidays

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