Manager, Technical Support

Drata

Technical Support Manager at Drata leading a team in providing high-quality support to customers. Overseeing operations and collaborating with Engineering and Product teams for escalations and improvements.

Posted 6/25/2026full-timeRemote • 🇲🇽 MexicoMid-LevelSenior💰 MX$850,000 - MX$1,150,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Lead, coach, and develop a team of Technical Support Engineers
Manage day-to-day support operations, including queue health and case quality
Serve as a point of leadership escalation for high-priority customer issues
Build partnerships with Engineering and Product teams for improvement
Establish and refine support processes, workflows, and escalation paths
Use metrics to identify trends and drive operational improvements
Ensure the team can troubleshoot issues involving integrations and APIs
Partner on hiring and organizational design as the team scales

Requirements

What you’ll need

5+ years of experience in technical support or customer-facing technical function in a SaaS or B2B environment
2+ years of people management experience leading technical support or customer-facing technical teams
Strong experience managing escalations and balancing customer urgency with operational rigor
Working knowledge of APIs, SaaS integrations, and cloud environments such as AWS, Azure, and GCP
Proven ability to improve support operations through process design and tooling
Strong written and verbal communication skills
A customer-obsessed, highly organized approach to problem solving

Benefits

Comp & perks

Shared Success: Stock equity for all employees
Health & Wellness: Up to 100% employer-paid premiums for medical, employees and their dependents
Financial Well-being: Pension plan with employer contributions
Family Support: Paid Parental Leave policy
Growth & Development: Annual stipends for professional and personal development
Time Off & Flexibility: Flexible vacation policy and paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportSaaSB2Bpeople managementescalation managementprocess designtroubleshootingAPIscloud environmentstooling

Soft Skills

leadershipcoachingcommunicationorganizational skillsproblem solvingcustomer obsessionoperational rigor