Head of Technical Support & Platform Excellence

PVH (Tommy Hilfiger/Calvin Klein); México; Presencial; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Drata in Mexico is seeking a Senior Manager, Technical Support to lead a growing technical support organization, partnering with Engineering, Product, Customer Success, and Support Operations to deliver high‑quality outcomes for customers.

You will develop managers and senior contributors, own operations strategy, manage escalations, and build scalable processes to support integrations, APIs, SSO/SCIM, and cloud workflows.

Formación

• 8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment.
• 4+ years of people management.

Responsabilidades

• Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning.
• Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes.
• Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and timely resolution.
• Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes.
• Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth.
• Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization.
• Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design.
• Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities.
• Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.

Descripción del empleo

Drata in Mexico is seeking a Senior Manager, Technical Support to lead a growing technical support organization, partnering with Engineering, Product, Customer Success, and Support Operations to deliver high‑quality outcomes for customers.

You will develop managers and senior contributors, own operations strategy, manage escalations, and build scalable processes to support integrations, APIs, SSO/SCIM, and cloud workflows.