Manager, Technical Support - Mexico

Drata; United States; Vor Ort; USD 48.560 - 65.699; Vollzeit

Benefits dieser Stelle

Stock equity

Health insurance

Pension plan

Paid parental leave

Growth stipends

Flexible vacation policy

Zusammenfassung

Drata is seeking a Technical Support Manager to lead a team responsible for high-quality technical support. You will oversee daily operations and ensure effective resolution of customer issues while driving continuous improvement.

The ideal candidate has robust managerial experience and technical knowledge in a fast-paced environment. Strong collaboration with cross-functional teams is essential for success in this role. Benefits include stock equity, health insurance, and a flexible vacation policy.

Qualifikationen

• 5+ years in technical support or similar role in SaaS or B2B tech.
• 2+ years managing technical support or customer-facing teams.
• Experience in managing escalations and balancing priorities.

Aufgaben

• Lead and develop a team of Technical Support Engineers.
• Manage day-to-day support operations and escalations.
• Collaborate with Engineering and Product for customer issue resolution.

Kenntnisse

People management

Technical support experience

API knowledge

Communication skills

Tools

Zendesk

Jira

Jobbeschreibung

Job Summary

As a Technical Support Manager at Drata, you will lead a team responsible for delivering high-quality technical support to our customers across a growing and increasingly complex platform. You’ll oversee day‑to‑day support operations, coach and develop technical support talent, and drive continuous improvement across processes, escalations, tooling, and customer experience.

This role is ideal for a hands‑on people leader who combines strong operational judgment with technical depth and a customer‑first mindset. You’ll partner closely with Engineering, Product, Customer Success, and other cross‑functional teams to ensure timely resolution of customer issues, scalable support practices, and strong alignment between customer needs and internal execution.

At Drata, Technical Support plays a critical role in helping customers maintain trust, stay audit‑ready, and confidently use our platform across integrations, automations, and compliance workflows. Our Technical Support team supports issues involving APIs, cloud infrastructure, identity systems, and evidence collection workflows, and collaborates closely with Engineering and Product to resolve bugs and improve supportability.

Responsibilities

• Lead, coach, and develop a team of Technical Support Engineers and/or Specialists, providing clear performance expectations, regular feedback, and career development support.
• Manage day‑to‑day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence.
• Serve as a point of leadership escalation for high‑priority customer issues, helping the team drive timely resolution and clear communication.
• Build strong partnerships with Engineering, Product, Customer Success, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes.
• Establish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience.
• Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization.
• Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on hiring, onboarding, workforce planning, and organizational design as the team scales.
• Review customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities.
• Foster a culture of accountability, empathy, technical excellence, and continuous improvement.

Qualifications

• 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.
• Comfort operating in a fast‑paced environment with evolving priorities and the opportunity to build.

Nice to Have

• Experience supporting security, compliance, or GRC products.
• Familiarity with frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, or similar regulatory environments.
• Experience with support platforms and internal tools such as Zendesk, Intercom, Jira, Slack, and knowledge base systems.
• Background building or scaling global support coverage models, technical escalation programs, or support enablement initiatives.

Benefits

Our total rewards package is designed to power your well‑being, accelerate your growth, and keep your work‑life balance thriving.

• Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success.
• Health & Wellness: Up to 100% employer‑paid premiums for medical, employees and their dependents.
• Financial Well‑being: A pension plan under which you contribute 5% of your basic earnings and the employer contributes an additional 4%.
• Family Support: A paid Parental Leave policy after six months of employment, fertility and family‑building benefits, and dedicated leave specialists.
• Growth & Development: Generous annual stipends for professional and personal development, plus access to a wide range of internal learning opportunities.
• Time Off & Flexibility: A flexible vacation policy, paid holidays, and other perks to recharge.

This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The expected compensation for this role is between MX$850,000 and MX$1,150,000.

A variety of factors are considered when determining someone’s leveling and compensation—including a candidate’s professional background and experience. This range may be modified in the future and final offer amounts may vary from the amounts listed above.