Job Overview
Location
Remote - US
Job Type
Full-time
Category
Operations
Date Posted
June 30, 2026
Full Job Description
đź“‹ Description
- • As a Technical Support Manager at Drata, you will lead a team responsible for delivering high-quality technical support to customers across a growing and increasingly complex platform, ensuring trust, audit readiness, and confident use of the platform.
- • You will manage day-to-day support operations including queue health, case quality, escalation handling, staffing coverage, and SLA adherence, while serving as a leadership escalation point for high-priority customer issues.
- • You will partner closely with Engineering, Product, Customer Success, and other cross-functional teams to improve issue resolution, drive product improvements, and align customer needs with internal execution.
- • You will coach and develop technical support talent, refine support processes and workflows, use metrics to identify trends, and foster a culture of accountability, empathy, technical excellence, and continuous improvement.
🎯 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.
🏖️ Benefits
- • Shared Success: Stock equity (RSUs) to share directly in the company’s growth and success.
- • Health & Wellness: Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and dependents, plus comprehensive wellness benefits and healthcare concierge services.
- • Financial Well-being: 401(k) plan, company-paid life and disability insurance, tax-advantaged spending accounts, and discounted voluntary offerings.
- • Family Support: Paid Parental Leave after six months of employment, access to Kindbody fertility and family-building benefits, and dedicated leave specialists.
- • Growth & Development: Generous annual stipends for professional and personal development, plus wide-ranging internal learning opportunities.
- • Time Off & Flexibility: Flexible vacation policy, paid holidays, and other perks to support rest, rejuvenation, and recovery.
Skills & Technologies
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About Drata, Inc.
Drata is a compliance automation platform that continuously monitors and collects evidence for security frameworks such as SOC 2, ISO 27001, HIPAA, and PCI DSS. It integrates with cloud services, identity providers, and SaaS tools to track controls, manage risks, and generate audit-ready documentation. The company serves technology startups and enterprises seeking to streamline security compliance workflows and maintain continuous monitoring without manual spreadsheets.
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