Drata
Manager, Technical Support - US
Remote - US
Sponsorship not specified$126k-$155kDetected 22 days ago
AWSAzureCloud PlatformsRESTComplianceJiraCustomer SuccessCustomer SupportZendeskIntercomHIPAALeadershipCommunicationProblem SolvingMentoringOrganizational Skills
About the role
- This role is ideal for a hands-on people leader who combines strong operational judgment with technical depth and a customer-first mindset.
- Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
- Foster a culture of accountability, empathy, technical excellence, and continuous improvement.
Responsibilities
- Lead, coach, and develop a team of Technical Support Engineers and/or Specialists, providing clear performance expectations, regular feedback, and career development support.
- 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.
- 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.
- 2+ years of people management experience leading technical support or customer-facing technical teams.
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.
- Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP.
Nice to have
- 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.
- Explore how we invest in your Life at Drata https://drata.com/about/life-at-drata?utm_source=chatgpt.com.
- Tier 1: $125,700 - $155,295
- Tier 2: $113,100 - $139,755
- Tier 3: $100,600 - $124,215
- You can view which tier applies to where you plan to work here https://drata.com/career-tiers.
Compensation
- We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery.
- This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs).
- The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area.
Benefits
- We provide stock equity to ensure that as the company grows, you share directly in that success.
- Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together-because your contributions don't just support our progress; they help drive our collective success.
- We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment.
- Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process.
- Manage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence.
- Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.
Company info
- 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.
- LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all - follow us for company updates, employee stories, and career news.
- A comprehensive suite of financial benefits, including a 401(k) plan, company-paid life and disability insurance, tax-advantaged spending accounts, and a range of discounted voluntary offerings to help you customize and strengthen your overall financial position.
This listing is sourced directly from Drata's careers page and normalized into a canonical job model.