drata - Manager, Technical Support - Mexico

• 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. • 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. • Explore how we invest in your Life at Drata https://drata.com/about/life-at-drata?utm_source=chatgpt.com.