Manager, Technical Support - US

jobr.pro; United States; Hybrid; USD 100,600 - 155,295; Full time

Benefits offered by this job

Stock equity

Comprehensive health benefits

401(k) plan

Paid parental leave

Flexible vacation policy

Job summary

Drata is seeking a Technical Support Manager to lead a growing team focused on delivering exceptional technical support. You will manage day-to-day operations, coach team members, and collaborate with cross-functional departments to ensure timely resolutions and improvements in customer experience.

The ideal candidate has over 5 years of relevant experience, a passion for customer service, and expertise in technical support operations within a SaaS environment. This position offers a flexible work environment and numerous employee benefits, including stock equity and comprehensive health coverage.

Qualifications

• 5+ years of experience in technical support, support engineering or a similar function in a SaaS environment.
• 2+ years of experience in managing customer-facing technical teams.
• Working knowledge of APIs and cloud environments (AWS, Azure, GCP).

Responsibilities

• Lead and coach a team of Technical Support Engineers.
• Manage day-to-day support operations, including case quality and staffing.
• Build partnerships with Engineering and Product teams for improved outcomes.

Skills

Technical Support Management

Customer Communication

API Knowledge

Team Leadership

Process Improvement

Education

5+ years in technical support or similar

2+ years of people management experience

Tools

Zendesk

Jira

Job description

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

• Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective success.
• Health & Wellness: Up to 100% employer‑paid premiums for medical, dental, and vision coverage for employees and their dependents, along with comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance.
• Financial Well‑being: A comprehensive suite of financial benefits, including a 401(k) plan, company‑paid life and disability insurance, tax‑advantaged spending accounts, and a range of discounted voluntary offerings to help you customize and strengthen your overall financial position.
• Family Support: We want to support you in life’s most important moments, so we offer a paid parental leave policy, after six months of employment. Employees also receive access to Kindbody fertility and family‑building benefits and dedicated leave specialists who help guide you through the entire process.
• Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence.
• Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.

Explore how we invest in your Life at Drata.

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSU). The applicable salary range for each US‑based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area.

Tier 1: 125,700 - 155,295

Tier 2: 113,100 - 139,755

Tier 3: 100,600 - 124,215

You can view which tier applies to where you plan to work here. A variety of factors are considered when determining someone’s leveling and compensation—including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.