Drata

2 weeks ago

Senior Manager, Technical Support - US

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead and scale a high-performing technical support organization, overseeing managers and senior ICs to deliver consistent, high-quality customer outcomes. Own technical support operations including escalations, case quality, staffing models, SLA performance, and metrics. Act as a senior escalation point for critical issues and partner with Engineering, Product, Customer Success, and Support Operations to improve supportability and reduce friction across integrations, APIs, SSO/SCIM, and cloud environments.

Location: Mexico

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead and develop Technical Support managers and senior technical contributors through coaching and succession planning.
•Own the strategy and execution of technical support operations including escalations, case quality, staffing models, SLA performance, and customer outcomes.
•Serve as a senior escalation point for critical customer issues with cross-functional coordination and executive visibility.
•Partner with Engineering, Product, Customer Success, and Support Operations to improve supportability and strengthen customer outcomes.
•Build scalable support processes, organizational structures, workflows, and escalation frameworks, using operational metrics and customer feedback to drive improvements.

Pay and Benefits

Salary: USD 123,000 - 190,000 annually

Equity and Bonus:Equity

Perks:Health InsurancePensionParental LeaveLearning Budget

Key Requirements

•8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical role in a SaaS/B2B environment.
•4+ years of people management experience leading managers and/or senior technical teams.
•Strong experience managing complex escalations 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 using process design, metrics, documentation, training, tooling, and organizational planning.

Experience:8+ yearsSaaSB2B

Skills:People leadershipCommunicationCross-functional collaborationCustomer empathyData-informed decision making

Tech Stack:APIsSSO/SCIMAWSAzureGCPZendeskIntercomJiraSlack

Company Brief

Drata

Provides a continuous security and compliance automation platform to help companies achieve and maintain frameworks such as SOC 2, ISO 27001, HIPAA, and GDPR through automated evidence collection and monitoring. ([drata.com](https://drata.com/blog/fy25-momentum?utm_source=openai))

Industry: RegTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Diego, United States

Founded: 2020

Glassdoor: 3.3

Website LinkedIn Glassdoor

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Drata

2 weeks ago

Senior Manager, Technical Support - US

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Mexico

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead and develop Technical Support managers and senior technical contributors through coaching and succession planning.
•Own the strategy and execution of technical support operations including escalations, case quality, staffing models, SLA performance, and customer outcomes.
•Serve as a senior escalation point for critical customer issues with cross-functional coordination and executive visibility.
•Partner with Engineering, Product, Customer Success, and Support Operations to improve supportability and strengthen customer outcomes.
•Build scalable support processes, organizational structures, workflows, and escalation frameworks, using operational metrics and customer feedback to drive improvements.

Pay and Benefits

Salary: USD 123,000 - 190,000 annually

Equity and Bonus:Equity

Perks:Health InsurancePensionParental LeaveLearning Budget

Key Requirements

•8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical role in a SaaS/B2B environment.
•4+ years of people management experience leading managers and/or senior technical teams.
•Strong experience managing complex escalations 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 using process design, metrics, documentation, training, tooling, and organizational planning.

Experience:8+ yearsSaaSB2B

Skills:People leadershipCommunicationCross-functional collaborationCustomer empathyData-informed decision making

Tech Stack:APIsSSO/SCIMAWSAzureGCPZendeskIntercomJiraSlack

Company Brief

Drata

Industry: RegTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Diego, United States

Founded: 2020

Glassdoor: 3.3

Website LinkedIn Glassdoor