Senior Manager, Technical Support: Scale & Strategy

Rozgoo; United States; Teletrabalho; USD 140 000 - 170 000; Tempo integral

Resumo da oferta

Drata seeks a Senior Manager, Technical Support to lead a growing, high-performing team delivering exceptional support across a complex platform. You will oversee managers and senior engineers, partner with Engineering, Product, and Customer Success to scale operations, shape strategy, and improve the customer experience while maintaining trust and audit-readiness in our customers' environments.

You’ll own escalation management, develop scalable processes, staffing models, and SLAs, and drive

Qualificações

• 8+ years of experience in technical support, support engineering, or a similar customer-facing tech role in a SaaS/B2B environment.
• 4+ years of people management experience, leading managers or senior technical teams.
• Experience handling complex escalations with cross-functional resolution at scale.

Responsabilidades

• Lead and develop Technical Support managers, senior contributors, and broader team structures.
• Own strategy and execution of technical support operations, including escalations, case quality, staffing, and SLA performance.
• Serve as senior escalation point for critical issues with strong cross-functional coordination and executive visibility.
• Partner with Engineering, Product, Customer Success, and Support Operations to improve supportability and customer outcomes.
• Build and refine scalable support processes, workflows, and escalation frameworks for long-term growth.
• Use metrics and customer feedback to drive strategic improvements across the organization.
• Ensure support for integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Collaborate on headcount planning, onboarding, and performance management.
• Review escalation patterns to identify gaps and influence product improvements.
• Foster a culture of accountability, technical excellence, and customer empathy.

Conhecimentos

Technical leadership

People management

Escalation management

Cross-functional collaboration

Customer empathy

Ferramentas

Zendesk

Intercom

Jira

Slack

Knowledge base systems

Descrição da oferta de emprego

Drata seeks a Senior Manager, Technical Support to lead a growing, high-performing team delivering exceptional support across a complex platform. You will oversee managers and senior engineers, partner with Engineering, Product, and Customer Success to scale operations, shape strategy, and improve the customer experience while maintaining trust and audit-readiness in our customers' environments.

You’ll own escalation management, develop scalable processes, staffing models, and SLAs, and drive