Technical Support Manager: Lead, Scale, & Delight Customers

Drata; United States; Hybrid; USD 48,560 - 65,699; Full time

Benefits offered by this job

Stock equity

Health insurance

Pension plan

Paid parental leave

Growth stipends

Flexible vacation policy

Job summary

Drata is seeking a Technical Support Manager to lead a team responsible for high-quality technical support. You will oversee daily operations and ensure effective resolution of customer issues while driving continuous improvement.

The ideal candidate has robust managerial experience and technical knowledge in a fast-paced environment. Strong collaboration with cross-functional teams is essential for success in this role. Benefits include stock equity, health insurance, and a flexible vacation policy.

Qualifications

• 5+ years in technical support or similar role in SaaS or B2B tech.
• 2+ years managing technical support or customer-facing teams.
• Experience in managing escalations and balancing priorities.

Responsibilities

• Lead and develop a team of Technical Support Engineers.
• Manage day-to-day support operations and escalations.
• Collaborate with Engineering and Product for customer issue resolution.

Skills

People management

Technical support experience

API knowledge

Communication skills

Tools

Zendesk

Jira

Job description

Drata is seeking a Technical Support Manager to lead a team responsible for high-quality technical support. You will oversee daily operations and ensure effective resolution of customer issues while driving continuous improvement.

The ideal candidate has robust managerial experience and technical knowledge in a fast-paced environment. Strong collaboration with cross-functional teams is essential for success in this role. Benefits include stock equity, health insurance, and a flexible vacation policy.