Manager, Technical Support - US

Drata

2d • $100,600 - $155,295 • Remote

About The Position

As a Technical Support Manager at Drata, you will lead a team responsible for delivering high-quality technical support to our customers across a growing and increasingly complex platform. You’ll oversee day-to-day support operations, coach and develop technical support talent, and drive continuous improvement across processes, escalations, tooling, and customer experience. This role is ideal for a hands-on people leader who combines strong operational judgment with technical depth and a customer-first mindset. You’ll partner closely with Engineering, Product, Customer Success, and other cross-functional teams to ensure timely resolution of customer issues, scalable support practices, and strong alignment between customer needs and internal execution. At Drata, Technical Support plays a critical role in helping customers maintain trust, stay audit-ready, and confidently use our platform across integrations, automations, and compliance workflows. Our Technical Support team supports issues involving APIs, cloud infrastructure, identity systems, and evidence collection workflows, and collaborates closely with Engineering and Product to resolve bugs and improve supportability.

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.
• Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners.
• Demonstrated success coaching team members, raising technical quality, and building a healthy, high-performing team culture.
• 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 the opportunity to build.

Nice To Haves

• 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.

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.
• Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization.
• Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• 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.
• Foster a culture of accountability, empathy, technical excellence, and continuous improvement.

Benefits

• Stock equity
• Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents
• Comprehensive wellness benefits and healthcare concierge services
• 401(k) plan
• Company-paid life and disability insurance
• Tax-advantaged spending accounts
• Discounted voluntary offerings
• Paid Parental Leave policy
• Kindbody fertility and family-building benefits
• Dedicated leave specialists
• Generous annual stipends for professional and personal development
• Access to a wide range of internal learning opportunities
• Flexible vacation policy
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed