Senior Manager, Technical Support - US

Drata; United States; On-site; USD 139,000 - 190,000; Full time

Benefits offered by this job

Stock equity

Health premiums

Pension plan

Parental leave

Fertility benefits

Professional development stipend

Flexible vacation

Job summary

Drata is seeking a Senior Manager, Technical Support to lead and scale a high-performance organization handling API, cloud, and compliance workflows. You will oversee managers and senior ICs, partner with Engineering, Product, and Customer Success, and drive initiatives to improve customer outcomes.

The role requires deep technical support experience, strong people leadership, and a track record of building scalable support structures to enable growth across integrations and automations.

Qualifications

• 8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment.
• 4+ years of people management experience, including experience leading managers and/or senior technical teams.
• Strong experience managing complex escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution at scale.

Responsibilities

• Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning.
• Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes.
• Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and timely resolution.
• Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes.
• Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth.
• Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization.
• Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design.
• Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities.
• Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.

Skills

Leadership

Strategic planning

Cross-functional collaboration

Customer-facing communication

Data-driven decision making

Problem solving

Tools

Zendesk

Intercom

Jira

Slack

Knowledge base systems

Job description

Job Summary

As the Senior Manager, Technical Support at Drata, you will lead and scale a high‑performing technical support organization responsible for delivering exceptional support across a growing and increasingly complex platform. You will oversee support managers and senior individual contributors, drive operational excellence, and shape the strategy, structure, and systems that enable the team to deliver consistent, high‑quality outcomes for customers.

This role is ideal for a strategic and hands‑on leader who brings deep technical support experience, strong people leadership, and a passion for building scalable support organizations. You will partner closely with Engineering, Product, Customer Success, and other cross‑functional leaders to improve the customer experience, strengthen escalation management, and ensure Drata’s support organization evolves alongside the business.

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 and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning.
• Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes.
• Act as a senior escalation point for critical customer issues, ensuring strong cross‑functional coordination, executive visibility, and timely resolution.
• Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes.
• Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long‑term growth.
• Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization.
• Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long‑term organizational design.
• Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities.
• Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.

Qualifications

• 8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer‑facing technical function in a SaaS or B2B technology environment.
• 4+ years of people management experience, including experience leading managers and/or senior technical teams.
• Strong experience managing complex escalations, balancing customer urgency with operational rigor, and driving cross‑functional resolution at scale.
• Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP.
• Proven ability to scale support operations through process design, metrics, documentation, training, tooling, and organizational planning.
• Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross‑functional partners.
• Demonstrated success developing leaders, elevating technical quality, and building healthy, high‑performing teams.
• 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 significant 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

At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well‑being, accelerate your growth, and keep your work‑life balance thriving.

• 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, employees and their dependents
• Financial Well‑being: To support your retirement planning, our EOR offers a pension plan under which you contribute 5% of your basic earnings, and your employer contributes an additional 4%, helping you build a more secure financial future.
• 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.

Compensation

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). 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: $154,000 - $190,000

Tier 2: $139,000 - $171,000

Tier 3: $123,000 - $152,000

You can view which tier applies to where you plan to work. 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.