[Hiring] Senior Technical Support Specialist @Drata

Role Description

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.

Qualifications

• 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

• Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success.
• Health & Wellness: Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents.
• Financial Well-being: A comprehensive suite of financial benefits, including a 401(k) plan, company-paid life and disability insurance, and tax-advantaged spending accounts.
• Family Support: Paid Parental Leave policy after six months of employment, access to Kindbody fertility and family-building benefits.
• Growth & Development: Generous annual stipends for both professional and personal development.
• Time Off & Flexibility: Flexible vacation policy, paid holidays, and other perks to recharge.

Salary Information

The expected base salary range for this role is between $71,000 - $109,000. Actual base pay will vary based on multiple factors — market location, job-related knowledge, skills, experience, and overall alignment to the role.