Senior Manager, Technical Support

Drata

Senior Manager leading technical support organization at Drata. Responsible for operational excellence and customer satisfaction in a growing SaaS platform.

Posted 6/25/2026full-timeRemote • 🇲🇽 MexicoSenior💰 MX$1,150,000 - MX$1,495,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning.
Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes.
Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and timely resolution.
Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes.
Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth.
Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization.
Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design.
Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities.
Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.

Requirements

What you’ll need

8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment
4+ years of people management experience, including experience leading managers and/or senior technical teams
Strong experience managing complex escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution at scale
Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP
Proven ability to scale support operations through process design, metrics, documentation, training, tooling, and organizational planning
Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners
Demonstrated success developing leaders, elevating technical quality, and building healthy, high-performing teams
A customer-obsessed, highly organized, and data-informed approach to problem solving and decision making
Comfort operating in a fast-paced environment with evolving priorities and significant opportunity to build.

Benefits

Comp & perks

Up to 100% employer-paid premiums for medical, employees and their dependents
Pension plan where employer contributes 4% of basic earnings
Paid Parental Leave policy
Access to Kindbody fertility and family-building benefits
Generous annual stipends for professional and personal development
Flexible vacation policy, paid holidays, and other perks

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportsupport engineeringsolutions engineeringSaaSB2B technologyescalation managementAPIscloud environmentsAWSAzure

Soft Skills

people managementcommunicationcustomer empathyorganizational planningproblem solvingdecision makingcoachingcross-functional coordinationaccountabilitycontinuous improvement