Senior Enterprise Technical Support Engineer

Drata; Oregon; Hybrid; USD 71,000 - 109,000; Full time

Benefits offered by this job

Stock equity

Health & Wellness benefits

401(k) plan

Life & Disability insurance

Parental Leave & fertility benefits

Learning stipends

Job summary

Drata is hiring a Senior Technical Support Specialist to lead complex, enterprise-level support for customers adopting our agentic AI-driven compliance platform. You will own critical issues, provide technical guidance, and act as a trusted advisor navigating sophisticated governance workflows.

Your expertise will drive scalable, high-quality support and a world-class customer experience. You will work closely with Product and Engineering to resolve root causes, mentor teammates, and contribute

Qualifications

• 5+ years in technical support, solutions engineering, or technical success roles, with enterprise experience.
• Expert-level troubleshooting across APIs, identity providers (SSO/SCIM), cloud infrastructure, and data sync logic.
• Ability to manage escalations and complex technical conversations with enterprise stakeholders.
• Deep understanding of SaaS architecture, authentication protocols (OAuth, SAML), RBAC, provisioning flows, and observability.
• Experience with compliance, security, or IT products (SOC 2, ISO 27001, HIPAA, GDPR).
• Familiarity with tools like Postman, browser dev tools, and cloud provider consoles (AWS IAM, Azure AD, GCP).
• Strong written and verbal communication skills; ability to explain technical concepts to non-technical audiences.
• Proactive mindset to drive resolution and improve systems through data and feedback.
• Experience with Zendesk, Intercom, Jira, Slack, and knowledge base platforms.

Responsibilities

• Serve as a primary escalation point for enterprise customer issues with complex configurations and integrations.
• Deliver hands-on technical support across channels (email, chat, video) with speed and empathy.
• Diagnose advanced issues with integrations (Google Workspace, Slack, GitHub, AWS, Okta, Microsoft 365).
• Lead root cause analysis for sync failures, SSO/SCIM errors, API problems, and multi-platform data discrepancies.
• Partner with enterprise customers during onboarding, integration setup, and audit preparation.
• Provide technical consultation on control coverage, framework completion, and audit readiness metrics.
• Collaborate with Product and Engineering to prioritize bugs and influence features.
• Mentor associate and mid-level support specialists; share best practices and escalation handling.
• Create and improve internal documentation and training resources for enterprise needs.
• Track and manage escalated cases with precise follow-up and high CSAT/NPS.

Skills

Enterprise support

API troubleshooting

OAuth/SAML

SaaS architecture

RBAC provisioning

Postman

Documentation

Customer communication

Tools

Postman

Zendesk

Intercom

Jira

Slack

Job description

Drata is hiring a Senior Technical Support Specialist to lead complex, enterprise-level support for customers adopting our agentic AI-driven compliance platform. You will own critical issues, provide technical guidance, and act as a trusted advisor navigating sophisticated governance workflows.

Your expertise will drive scalable, high-quality support and a world-class customer experience. You will work closely with Product and Engineering to resolve root causes, mentor teammates, and contribute