drata - Senior Technical Support Specialist
Requirements
• Minimum 5+ years in a technical support, solutions engineering, or technical success role — with at least 2+ years supporting enterprise or high-touch B2B SaaS customers. • Expert-level troubleshooting skills 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, authentication protocols (OAuth, SAML), RBAC, provisioning flows, and platform observability. • Experience supporting compliance, security, or IT products (SOC 2, ISO 27001, HIPAA, GDPR, etc.). • Familiarity with tools like Postman, browser dev tools, and cloud provider consoles (e.g., AWS IAM, Azure AD, GCP). • Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences. • A proactive mindset with the ability to drive resolution and improve systems through data and feedback. • Experience working with tools such as Zendesk, Intercom, Jira, Slack, and knowledge base platforms • Experience onboarding or supporting enterprise customers through complex audit timelines. • Familiarity with enterprise support practices like account health reviews, runbooks, and tiered response SLAs. • Experience creating documentation and training for technical support teams. • Prior work in a fast-growing startup or scale-up environment • How we support you: • At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving. • Explore how we invest in your Life at Drata https://drata.com/about/life-at-drata?utm_source=chatgpt.com.
Responsibilities
• Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows. • Deliver hands-on technical support across multiple channels (email, chat, video) with speed, clarity, and empathy. • Diagnose advanced issues with integrations such as 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 directly 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. • Work closely with Product and Engineering to prioritize bugs, escalate critical incidents, and influence feature development based on enterprise use cases. • Mentor associate and mid-level support specialists, sharing best practices, documentation, and escalation handling approaches. • Create and improve internal documentation, training resources, and support playbooks tailored to enterprise needs. • Track and manage escalated customer cases with precision, ensuring timely follow-up and high CSAT/NPS scores.
Benefits
• At Drata, you're not maintaining legacy compliance software - you're building the agentic AI platform defining what trust looks like for the next generation of companies. Here's what makes the work itself worth showing up for: • Problems without a playbook: You'll work at the edge of AI and security, building agentic governance, continuous compliance, and real-time trust verification to solve problems that don't have an established answer yet. You're writing it as you go. • Real ownership, not just process: Our values center on owning outcomes and raising the bar, not checking boxes. You're expected to have opinions and back them. • A seat at the table: Your perspective is unique and valued. Open debate and diverse viewpoints are built into how decisions actually get made here, at every level. • Growth at rocketship speed: Drata is scaling fast, which means scope grows fast too. High performers get more ownership, visibility, and experience. • A crew, not just coworkers: Dratanauts consistently describe a "come as you are" culture with sharp, curious people—the kind of team that makes hard problems genuinely fun to solve. See what they say here https://drata.com/about/careers/life and follow us on LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all for company news, employee stories, and career updates.
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