Business Case Technical Support
Fullsteam
LinuxSQL
Senior Technical Support Engineer
Drata
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $100,800 - $155,600 per year
Job Level
Senior
Tech Stack
AWSAzureCloudGoogle Cloud PlatformJavaScriptPython
About the role
- Serve as the highest-level escalation point for complex, business-critical customer issues across the Drata platform.
- Own and manage technical escalations from initial triage to post-resolution reviews, including in-depth root cause analysis and communication of findings to customers and internal teams.
- Troubleshoot complex issues involving APIs, SSO/SCIM, cloud environments (AWS, Azure, GCP), identity providers (e.g., Okta, Google Workspace), and automated audit evidence workflows.
- Collaborate closely with Engineering and Product teams to report bugs, reproduce technical scenarios, and drive long-term resolution plans.
- Design and implement internal support tooling, automation scripts, and diagnostic processes to improve efficiency and consistency.
- Represent Support in high-priority customer engagements, product launches, and cross-functional initiatives.
- Participate in and lead incident response efforts, postmortems, and ongoing improvements to support readiness and processes.
- Develop internal and external documentation, playbooks, runbooks, and best practices to scale knowledge across the organization.
- Provide technical mentorship, coaching, and knowledge transfer to Associate and mid-level Support Engineers.
- Analyze recurring customer issues and feedback to drive product and support roadmap improvements.
- Act as a customer advocate and partner with Customer Success and Account Management teams to ensure long-term success and satisfaction
Requirements
- 5+ years of experience in customer engineering, site reliability engineering, DevOps, or similar customer-facing technical roles, preferably in a SaaS or B2B environment
- Educational background in Computer Science, Information Systems, or a related discipline is required (BS/MS), or equivalent practical experience.
- (Preferred) Experience working in security, compliance, or audit-readiness contexts.
- Advanced foundation in databases, including hands-on experience with database queries, management, and operations.
- Expertise with troubleshooting APIs, integration flows, webhooks, and common SaaS architecture patterns
- Deep experience working with identity and access management systems (Okta, Azure AD, Google Workspace) and cloud platforms (AWS, GCP, Azure).
- Strong scripting experience (e.g., Python, Bash, JavaScript) for building internal tools and automation workflows.
- Fluency with logs analysis, server-side debugging, and observability tools.
- Strong communication and collaboration skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.
- Proven ability to lead technical investigations under pressure and in time-sensitive situations.
- A customer-first mindset, with experience supporting enterprise-level clients and executive stakeholders.
- Experience using and configuring ticketing and incident tracking systems (Zendesk, JIRA, PagerDuty, etc.).
- A high degree of initiative, ownership, and accountability in solving customer problems and driving improvements.
- Coach and mentor the teams you collaborate with and develop balanced, maintainable solutions that leave teams healthier than before
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
APIsSSOSCIMcloud environmentsAWSAzureGCPdatabase managementscriptingtroubleshooting
Soft skills
communicationcollaborationleadershipcustomer advocacyproblem-solvingmentorshipinitiativeownershipaccountabilitytechnical explanation
