Senior Manager, Technical Support

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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 and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning. • Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes. • Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and timely resolution. • Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes. • Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth. • Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization. • Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows. • Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design. • Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities. • Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.

🎯 Requirements

• 8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment • 4+ years of people management experience, including experience leading managers and/or senior technical teams • Strong experience managing complex escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution at scale • Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP • Proven ability to scale support operations through process design, metrics, documentation, training, tooling, and organizational planning • Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners • Demonstrated success developing leaders, elevating technical quality, and building healthy, high-performing teams • A customer-obsessed, highly organized, and data-informed approach to problem solving and decision making • Comfort operating in a fast-paced environment with evolving priorities and significant opportunity to build.

🏖️ Benefits

• Up to 100% employer-paid premiums for medical, employees and their dependents • Pension plan where employer contributes 4% of basic earnings • Paid Parental Leave policy • Access to Kindbody fertility and family-building benefits • Generous annual stipends for professional and personal development • Flexible vacation policy, paid holidays, and other perks