Senior Technical Support Specialist (Remote)

Drata-posted 3 months ago
$106,200 - $131,145/Yr
Full-time • Senior
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As a Senior Technical Support Specialist at Drata, you’ll play a strategic role in supporting our most complex, high-value enterprise customers. You’ll take ownership of critical issues, provide technical leadership within the support team, and act as a trusted advisor to customers navigating sophisticated compliance workflows. Your deep product expertise and problem-solving ability will ensure timely, scalable, and high-quality support — all while maintaining a world-class customer experience and meeting stringent service SLAs.

  • Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows.
  • Deliver hands-on technical support across multiple channels (email, chat, video) with speed, clarity, and empathy.
  • Diagnose advanced issues with integrations such as Google Workspace, Slack, GitHub, AWS, Okta, Microsoft 365, and other cloud-based tools.
  • Lead root cause analysis for sync failures, SSO/SCIM errors, API-level problems, and multi-platform data discrepancies.
  • Partner directly with enterprise customers during onboarding, integration setup, and audit preparation.
  • Provide technical consultation on control coverage, framework completion, audit readiness metrics, and evidence collection workflows.
  • Work closely with Product and Engineering to prioritize bugs, escalate critical incidents, and influence feature development based on enterprise use cases.
  • Mentor associate and mid-level support specialists, sharing best practices, documentation, and escalation handling approaches.
  • Create and improve internal documentation, training resources, and support playbooks tailored to enterprise needs.
  • Track and manage escalated customer cases with precision, ensuring timely follow-up and high CSAT/NPS scores.
  • Minimum 5+ years in a technical support, solutions engineering, or technical success role — with at least 2+ years supporting enterprise or high-touch B2B SaaS customers.
  • Expert-level troubleshooting skills across APIs, identity providers (SSO/SCIM), cloud infrastructure, and data sync logic.
  • Proven ability to manage escalations and complex technical conversations with enterprise stakeholders.
  • In-depth understanding of SaaS architecture, authentication protocols (OAuth, SAML), RBAC, provisioning flows, and platform observability.
  • Experience supporting compliance, security, or IT products (SOC 2, ISO 27001, HIPAA, GDPR, etc.).
  • Familiarity with tools like Postman, browser dev tools, and cloud provider consoles (e.g., AWS IAM, Azure AD, GCP).
  • Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
  • A proactive mindset with the ability to drive resolution and improve systems through data and feedback.
  • Experience working with tools such as Zendesk, Intercom, Jira, Slack, and knowledge base platforms.
  • Experience onboarding or supporting enterprise customers through complex audit timelines.
  • Familiarity with enterprise support practices like account health reviews, runbooks, and tiered response SLAs.
  • Experience creating documentation and training for technical support teams.
  • Prior work in a fast-growing startup or scale-up environment.
  • 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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