Drata - Manager, Technical Support

• 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. • Experience supporting security, compliance, or GRC products. • Familiarity with frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, or similar regulatory environments. • Experience with support platforms and internal tools such as Zendesk, Intercom, Jira, Slack, and knowledge base systems. • Background building or scaling global support coverage models, technical escalation programs, or support enablement initiatives. • 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. • How we support you: • Explore how we invest in your Life at Drata. • Health & Wellness: Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents, along with comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance. • Health & Wellness: • 100% employer-paid premiums • Financial Well-being: A comprehensive suite of financial benefits, including a 401(k) plan, company-paid life and disability insurance, tax-advantaged spending accounts, and a range of discounted voluntary offerings to help you customize and strengthen your overall financial position. • Financial Well-being: • 401(k) plan • life and disability insurance • tax-advantaged spending accounts • discounted voluntary offerings • Family Support: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment. Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process. • Family Support: • Kindbody fertility and family-building benefits • Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence. • Growth & Development: • Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge. • Time Off & Flexibility: • This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. • Tier 1: $125,700 - $155,295 • Tier 2: $113,100 - $139,755 • Tier 3: $100,600 - $124,215 • You can view which tier applies to where you plan to work here. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.