Senior Technical Support Engineer

Drata-posted 3 months ago
$100,800 - $155,600/Yr
Full-time • Senior
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Drata is seeking a highly skilled and experienced Senior Technical Support Engineer to lead the resolution of complex technical issues and play a pivotal role in delivering exceptional customer support. In this role, you will serve as a trusted advisor to both internal teams and our most strategic customers, ensuring swift and comprehensive technical resolutions while mentoring other support engineers. You will operate at the intersection of product knowledge, technical depth, and customer advocacy—working closely with Engineering, Product, Customer Success, and Security teams to diagnose high-impact problems, advocate for product enhancements, and strengthen Drata’s reputation as a world-class compliance automation platform.

  • Serve as the highest-level escalation point for complex, business-critical customer issues across the Drata platform.
  • Own and manage technical escalations from initial triage to post-resolution reviews, including in-depth root cause analysis and communication of findings to customers and internal teams.
  • Troubleshoot complex issues involving APIs, SSO/SCIM, cloud environments (AWS, Azure, GCP), identity providers (e.g., Okta, Google Workspace), and automated audit evidence workflows.
  • Collaborate closely with Engineering and Product teams to report bugs, reproduce technical scenarios, and drive long-term resolution plans.
  • Design and implement internal support tooling, automation scripts, and diagnostic processes to improve efficiency and consistency.
  • Represent Support in high-priority customer engagements, product launches, and cross-functional initiatives.
  • Participate in and lead incident response efforts, postmortems, and ongoing improvements to support readiness and processes.
  • Develop internal and external documentation, playbooks, runbooks, and best practices to scale knowledge across the organization.
  • Provide technical mentorship, coaching, and knowledge transfer to Associate and mid-level Support Engineers.
  • Analyze recurring customer issues and feedback to drive product and support roadmap improvements.
  • Act as a customer advocate and partner with Customer Success and Account Management teams to ensure long-term success and satisfaction.
  • 5+ years of experience in customer engineering, site reliability engineering, DevOps, or similar customer-facing technical roles, preferably in a SaaS or B2B environment.
  • Educational background in Computer Science, Information Systems, or a related discipline is required (BS/MS), or equivalent practical experience.
  • Advanced foundation in databases, including hands-on experience with database queries, management, and operations.
  • Expertise with troubleshooting APIs, integration flows, webhooks, and common SaaS architecture patterns.
  • Deep experience working with identity and access management systems (Okta, Azure AD, Google Workspace) and cloud platforms (AWS, GCP, Azure).
  • Strong scripting experience (e.g., Python, Bash, JavaScript) for building internal tools and automation workflows.
  • Fluency with logs analysis, server-side debugging, and observability tools.
  • Strong communication and collaboration skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.
  • Proven ability to lead technical investigations under pressure and in time-sensitive situations.
  • A customer-first mindset, with experience supporting enterprise-level clients and executive stakeholders.
  • Experience using and configuring ticketing and incident tracking systems (Zendesk, JIRA, PagerDuty, etc.).
  • A high degree of initiative, ownership, and accountability in solving customer problems and driving improvements.
  • Experience working in security, compliance, or audit-readiness contexts.
  • Coach and mentor the teams you collaborate with and develop balanced, maintainable solutions that leave teams healthier than before.
  • Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge.
  • HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan).
  • 100% paid short and long term disability plus life + AD&D benefits.
  • Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities.
  • Flexible Time Off: Flexible vacation policy for strong, fully charged batteries.
  • 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment).
  • Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office.
  • 401K: Reach your financial goals while reducing your taxes.
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