Manager, Technical Support

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🕒 June 25

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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

• Lead, coach, and develop a team of Technical Support Engineers • Manage day-to-day support operations, including queue health and case quality • Serve as a point of leadership escalation for high-priority customer issues • Build partnerships with Engineering and Product teams for improvement • Establish and refine support processes, workflows, and escalation paths • Use metrics to identify trends and drive operational improvements • Ensure the team can troubleshoot issues involving integrations and APIs • Partner on hiring and organizational design as the team scales

🎯 Requirements

• 5+ years of experience in technical support or customer-facing technical function in a SaaS or B2B environment • 2+ years of people management experience leading technical support or customer-facing technical teams • Strong experience managing escalations and balancing customer urgency with operational rigor • Working knowledge of APIs, SaaS integrations, and cloud environments such as AWS, Azure, and GCP • Proven ability to improve support operations through process design and tooling • Strong written and verbal communication skills • A customer-obsessed, highly organized approach to problem solving

🏖️ Benefits

• Shared Success: Stock equity for all employees • Health & Wellness: Up to 100% employer-paid premiums for medical, employees and their dependents • Financial Well-being: Pension plan with employer contributions • Family Support: Paid Parental Leave policy • Growth & Development: Annual stipends for professional and personal development • Time Off & Flexibility: Flexible vacation policy and paid holidays