Senior Manager, Technical Support - US

Rozgoo; United States; Remote; USD 140,000 - 170,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Technical leadership

People management

Escalation management

Cross-functional collaboration

Customer empathy

Tools

Zendesk

Intercom

Jira

Slack

Knowledge base systems

Job description

Why Join The Drata Team?

The best way to understand the Driver’s Mindset is to see it in action. We’re an award-winning, mission-driven team of 600+ people worldwide , united by a culture that values trust, speed, and continuous growth. Hear the Voice of the Team : Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. Connect with Us on Socials: LinkedIn - follow us for company updates, employee stories, and career news.

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.

What you’ll do:

• 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.

What you’ll bring:

• 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 enableme