Technical Support Manager

🔥 48 minutes ago

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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 and/or Specialists, providing clear performance expectations, regular feedback, and career development support. • Manage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence. • Serve as a point of leadership escalation for high-priority customer issues, helping the team drive timely resolution and clear communication. • Build strong partnerships with Engineering, Product, Customer Success, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes. • Establish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience. • Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization. • Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows. • Partner with leadership on hiring, onboarding, workforce planning, and organizational design as the team scales. • Review customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities. • Foster a culture of accountability, empathy, technical excellence, and continuous improvement.

🎯 Requirements

• 5+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment • 2+ years of people management experience leading technical support or customer-facing technical teams • Strong experience managing escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution • Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP • Proven ability to improve support operations through process design, metrics, documentation, training, and tooling • Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners • Demonstrated success coaching team members, raising technical quality, and building a healthy, high-performing team culture • 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 the opportunity to build.

🏖️ Benefits

• Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents • Comprehensive wellness benefits and healthcare concierge services • 401(k) plan • Company-paid life and disability insurance • Tax-advantaged spending accounts • Paid Parental Leave policy after six months of employment • Access to Kindbody fertility and family-building benefits • Generous annual stipends for both professional and personal development • Flexible vacation policy, paid holidays, and other perks