Drata

Senior Technical Support Specialist

Drata

full-time

Posted on:

Origin:  • 🇺🇸 United States

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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