Senior Enterprise Technical Support Lead

Drata; San Francisco (CA); Presencial; USD 71.000 - 109.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock equity

Health, dental, vision insurance

401(k) plan

Parental leave

Flexible vacation policy

Wellness benefits

Descripción de la vacante

Drata is seeking a Senior Technical Support Specialist to support our largest enterprise customers. You’ll own critical issues, provide technical leadership within the team, and act as a trusted advisor navigating complex compliance workflows with a focus on timely, scalable, high‑quality support.

You’ll work with APIs, identity providers, and cloud integrations, collaborating with Product and Engineering to prioritize bugs and drive improvements while mentoring junior teammates and enhancing

Formación

• 5+ years in a technical support, solutions engineering, or technical success role — with at least 2+ years supporting enterprise or high‑touch B2B SaaS customers.
• Expert‑level troubleshooting skills across APIs, identity providers (SSO/SCIM), cloud infrastructure, and data sync logic.
• Proven ability to manage escalations and complex technical conversations with enterprise stakeholders.
• In‑depth understanding of SaaS architecture, authentication protocols (OAuth, SAML), RBAC, provisioning flows, and platform observability.
• Experience supporting compliance, security, or IT products (SOC 2, ISO 27001, HIPAA, GDPR, etc.).
• Familiarity with tools like Postman, browser dev tools, and cloud provider consoles (e.g., AWS IAM, Azure AD, GCP).
• Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical audiences.
• A proactive mindset with the ability to drive resolution and improve systems through data and feedback.
• Experience working with tools such as Zendesk, Intercom, Jira, Slack, and knowledge base platforms.

Responsabilidades

• Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows.
• Deliver hands‑on technical support across multiple channels (email, chat, video) with speed, clarity, and empathy.
• Diagnose advanced issues with integrations such as Google Workspace, Slack, GitHub, AWS, Okta, Microsoft 365, and other cloud‑based tools.
• Lead root cause analysis for sync failures, SSO/SCIM errors, API‑level problems, and multi‑platform data discrepancies.
• Partner directly with enterprise customers during onboarding, integration setup, and audit preparation.
• Provide technical consultation on control coverage, framework completion, audit readiness metrics, and evidence collection workflows.
• Work closely with Product and Engineering to prioritize bugs, escalate critical incidents, and influence feature development based on enterprise use cases.
• Mentor associate and mid‑level support specialists, sharing best practices, documentation, and escalation handling approaches.
• Create and improve internal documentation, training resources, and support playbooks tailored to enterprise needs.
• Track and manage escalated customer cases with precision, ensuring timely follow‑up and high CSAT/NPS scores.

Conocimientos

APIs

SSO/SCIM

Cloud infrastructure

Data sync

Enterprise support

OAuth/SAML

Customer communication

Herramientas

Zendesk

Intercom

Jira

Slack

Descripción del empleo

Drata is seeking a Senior Technical Support Specialist to support our largest enterprise customers. You’ll own critical issues, provide technical leadership within the team, and act as a trusted advisor navigating complex compliance workflows with a focus on timely, scalable, high‑quality support.

You’ll work with APIs, identity providers, and cloud integrations, collaborating with Product and Engineering to prioritize bugs and drive improvements while mentoring junior teammates and enhancing