drata - Senior Manager, Technical Support - US
Requirements
• 8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment. • 4+ years of people management experience, including experience leading managers and/or senior technical teams. • Strong experience managing complex escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution at scale. • Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP. • Proven ability to scale support operations through process design, metrics, documentation, training, tooling, and organizational planning. • Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners. • Demonstrated success developing leaders, elevating technical quality, and building healthy, high-performing teams. • 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 significant 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. • Explore how we invest in your Life at Drata https://drata.com/about/life-at-drata?utm_source=chatgpt.com.
Responsibilities
• Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning. • Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes. • Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and timely resolution. • Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes. • Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth. • Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization. • Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows. • Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design. • Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities. • Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.
Benefits
• The best way to understand the Driver’s Mindset is to see it in action. We’re an award-winning, mission-driven team of 600+ people worldwide, united by a culture that values trust, speed, and continuous growth. • See the Speed: https://www.youtube.com/watch?v=QidTdkGwKMY Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years • Hear the Voice of the Team https://drata.com/about/life-at-drata: Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. • Experience the Impact https://www.greatplacetowork.com/certified-company/7044563: See why we are consistently recognized on Fortune's Best Workplaces lists. • Connect with Us on Socials: LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all - follow us for company updates, employee stories, and career news.
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