Senior Technical Support Specialist

Drata

10d•$71,000 - $109,000

About The Position

Drata is hiring a Senior Technical Support Specialist to provide strategic support to complex, high-value enterprise customers. The role owns critical issues, provides technical leadership within the support team, and advises customers on sophisticated compliance workflows. The specialist is expected to deliver timely, scalable, high-quality support while maintaining a strong customer experience and meeting service SLAs. The position serves as a primary escalation point for enterprise issues involving configurations, integrations, and compliance workflows. It provides hands-on support through email, chat, and video; diagnoses advanced integration and identity-related issues; and partners with customers on onboarding, integration setup, and audit preparation. The role also consults on control coverage, framework completion, audit-readiness metrics, and evidence-collection workflows. Internally, the specialist works with Product and Engineering to prioritize bugs, escalate critical incidents, and inform feature development based on enterprise use cases. They mentor other support specialists, develop enterprise-focused documentation and training resources, and manage escalated cases to ensure timely follow-up and strong customer satisfaction. Drata describes itself as a global company with more than 600 professionals and emphasizes ownership, integrity, growth, and collaboration.

Requirements

At least 5 years in technical support, solutions engineering, or a technical success role.
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.
Demonstrated ability to manage escalations and complex technical conversations with enterprise stakeholders.
In-depth understanding of SaaS architecture, OAuth and SAML authentication protocols, RBAC, provisioning flows, and platform observability.
Experience supporting compliance, security, or IT products, such as SOC 2, ISO 27001, HIPAA, or GDPR products.
Familiarity with Postman, browser developer tools, and cloud provider consoles such as AWS IAM, Azure AD, or GCP.
Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
Proactive approach and ability to drive resolution and improve systems using data and feedback.
Experience with tools such as Zendesk, Intercom, Jira, Slack, and knowledge-base platforms.

Nice To Haves

Experience onboarding or supporting enterprise customers through complex audit timelines.
Familiarity with enterprise support practices such as 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.

Responsibilities

Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows.
Provide hands-on technical support through email, chat, and video with speed, clarity, and empathy.
Diagnose advanced issues with integrations including 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 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 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 by 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, ensuring timely follow-up and high CSAT/NPS scores.

Benefits

Stock equity.
Up to 100% employer-paid medical, dental, and vision premiums for employees and dependents.
Wellness benefits and healthcare concierge services.
401(k) plan.
Company-paid life and disability insurance.
Tax-advantaged spending accounts and discounted voluntary offerings.
Paid parental leave after six months of employment.
Kindbody fertility and family-building benefits.
Dedicated leave specialists.
Annual professional and personal development stipends.
Internal learning opportunities.
Flexible vacation policy.
Paid holidays.