drata - Manager, Technical Support - Mexico
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. • 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.
Responsibilities
• 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.
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 and follow us on LinkedIn for company news, employee stories, and career updates.
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