As a Senior Technical Support Specialist at Drata, you’ll play a strategic role in supporting our most complex, high-value enterprise customers. You’ll take ownership of critical issues, provide technical leadership within the support team, and act as a trusted advisor to customers navigating sophisticated compliance workflows. Your deep product expertise and problem-solving ability will ensure timely, scalable, and high-quality support — all while maintaining a world-class customer experience and meeting stringent service SLAs.
What you’ll do:
- 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.
What you’ll bring:
- Minimum 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
Bonus Points
- Experience onboarding or supporting enterprise customers through complex audit timelines.Familiarity with enterprise support practices like account health reviews, runbooks, and tiered response SLAs.
- Experience creating documentation and training for technical support teams.
- Prior work in a fast-growing startup or scale-up environment
Benefits:
- Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
- HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
- 100% paid short and long term disability plus life + AD&D benefits
- Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
- Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
- 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)
- Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
- 401K: Reach your financial goals while reducing your taxes
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. The expected salary ranges for this role are below, subject to change.
Tier 1: $106,200 -$131,145
Tier 2: $95,500 -$118,020
Tier 3: $84,900 -$104,895
You can view which tier applies to where you plan to work here. 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.
Drata is on a mission to serve as the trust layer between great companies.
Drata is a trust management platform that uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers.
We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We know how burdensome achieving and maintaining a strong GRC posture can be with the rise in compliance regulations. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.
Our team of SaaS, security, compliance, and audit experts have built a better way - with automation
Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.
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