Drata

4 weeks ago

Senior Manager, Technical Support - Mexico

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead and scale Drata’s Technical Support organization, overseeing managers and senior contributors to deliver high-quality customer outcomes. Partner with Engineering, Product, and CS to improve supportability, define scalable processes, and manage escalations, staffing, and SLAs in a fast-paced SaaS environment.

Location: Mexico

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key 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 cross-functional coordination and timely resolution.
•Partner with Engineering, Product, Customer Success, and Support Operations to improve supportability and strengthen customer outcomes.
•Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks for long-term growth

Pay and Benefits

Salary: MXN 1,150,000 - 1,495,000

Equity and Bonus:Equity

Perks:EquityRsusParental Leave

Key Requirements

•8+ years of experience in technical support or related customer-facing technical roles in a SaaS or B2B technology environment
•4+ years of people management experience
•Strong experience managing complex escalations and driving cross-functional resolution
•Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments (AWS, Azure, GCP)
•Proven ability to scale operations through process design, metrics, documentation, training, and tooling

Experience:8+ yearsSaaSB2B technologyCustomer-facing technical

Skills:LeadershipCommunicationProblem-solving

Tech Stack:APIsSaaSAWSAzureGCPAuthenticationSSO/SCIMCloud

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

4 weeks ago

Senior Manager, Technical Support - Mexico

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Mexico

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key 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 cross-functional coordination and timely resolution.
•Partner with Engineering, Product, Customer Success, and Support Operations to improve supportability and strengthen customer outcomes.
•Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks for long-term growth

Pay and Benefits

Salary: MXN 1,150,000 - 1,495,000

Equity and Bonus:Equity

Perks:EquityRsusParental Leave

Key Requirements

•8+ years of experience in technical support or related customer-facing technical roles in a SaaS or B2B technology environment
•4+ years of people management experience
•Strong experience managing complex escalations and driving cross-functional resolution
•Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments (AWS, Azure, GCP)
•Proven ability to scale operations through process design, metrics, documentation, training, and tooling

Experience:8+ yearsSaaSB2B technologyCustomer-facing technical

Skills:LeadershipCommunicationProblem-solving

Tech Stack:APIsSaaSAWSAzureGCPAuthenticationSSO/SCIMCloud

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