Drata

4 weeks ago

Manager, Technical Support - US

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Lead and coach a technical support team in a SaaS/B2B setting, overseeing daily operations, escalations, and cross-functional partnerships with Engineering, Product, and Customer Success to improve resolution times, process efficiency, and customer experience across a complex platform.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key 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.

Pay and Benefits

Salary: USD 125,700 - 155,295 annually

Equity and Bonus:Equity

Perks:Health Insurance401kRsusRemote WorkPar ParentalLearning Budget

Key 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.

Experience:5+ yearsSaaSB2B technologyCustomer-facing technical

Skills:CommunicationLeadershipProblem-solving

Languages:English

Tech Stack:APIsSaaSAWSAzureGCPSSOSCIM

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

Manager, Technical Support - US

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key 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.

Pay and Benefits

Salary: USD 125,700 - 155,295 annually

Equity and Bonus:Equity

Perks:Health Insurance401kRsusRemote WorkPar ParentalLearning Budget

Key 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.

Experience:5+ yearsSaaSB2B technologyCustomer-facing technical

Skills:CommunicationLeadershipProblem-solving

Languages:English

Tech Stack:APIsSaaSAWSAzureGCPSSOSCIM

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