Technical Support Specialist – SaaS, B2B, Finance, Data
Subscript
ETLSQL
Senior Technical Support Specialist
Drata
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $84,200 - $131,145 per year
Job Level
Senior
Tech Stack
AWSAzureCloudGoogle Cloud Platform
About the role
- 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.
Requirements
- 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
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingAPISSOSCIMcloud infrastructuredata sync logicSaaS architectureauthentication protocolsRBACprovisioning flows
Soft skills
communicationproblem-solvingmentoringcustomer serviceproactive mindsetcollaborationtechnical consultationdocumentationescalation managementcustomer relationship management
Certifications
SOC 2ISO 27001HIPAAGDPR
