Senior Enterprise Tech Support Lead - Trust & Compliance

Drata; United States; Remote; USD 71,000 - 109,000; Full time

Benefits offered by this job

Equity in company

Health insurance

401(k) plan

Parental Leave

Learning stipends

Job summary

Drata is building the trust layer for modern enterprises. As a Senior Technical Support Specialist, you will own critical issues, provide technical leadership within the support team, and advise customers navigating complex compliance workflows.

You will mentor junior staff, collaborate with Product and Engineering, and help scale support with new playbooks and documentation while maintaining world-class CSAT.

Qualifications

• 5+ years in technical support or solutions engineering.
• 2+ years supporting enterprise or high-touch B2B SaaS customers.
• Expert-level troubleshooting across APIs, identity providers, and data sync.

Responsibilities

• Escalation point for enterprise issues with complex configurations.
• Provide hands-on support via email, chat, and video.
• Diagnose integrations with Google Workspace, Slack, GitHub, AWS, Okta.
• Lead root-cause analyses for sync failures and API problems.
• Work with Product/Engineering to prioritize bugs and features.

Skills

Enterprise support

SaaS experience

API troubleshooting

SSO/SCIM

OAuth/SAML

Customer communication

Tools

Postman

Jira

Zendesk

Slack

Job description

Drata is building the trust layer for modern enterprises. As a Senior Technical Support Specialist, you will own critical issues, provide technical leadership within the support team, and advise customers navigating complex compliance workflows.

You will mentor junior staff, collaborate with Product and Engineering, and help scale support with new playbooks and documentation while maintaining world-class CSAT.