Technical Support Manager

Drata

Technical Support Manager delivering high-quality support for a complex SaaS platform at Drata. Managing operations, coaching talent, and ensuring customer issue resolution and satisfaction.

Posted 6/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $125,700 - $155,295 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 and/or Specialists, providing clear performance expectations, regular feedback, and career development support.
Manage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence.
Serve as a point of leadership escalation for high-priority customer issues, helping the team drive timely resolution and clear communication.
Build strong partnerships with Engineering, Product, Customer Success, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes.
Establish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience.
Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization.
Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
Partner with leadership on hiring, onboarding, workforce planning, and organizational design as the team scales.
Review customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities.
Foster a culture of accountability, empathy, technical excellence, and continuous improvement.

Requirements

What you’ll need

5+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment
2+ years of people management experience leading technical support or customer-facing technical teams
Strong experience managing escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution
Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP
Proven ability to improve support operations through process design, metrics, documentation, training, and tooling
Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners
Demonstrated success coaching team members, raising technical quality, and building a healthy, high-performing team culture
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 the opportunity to build.

Benefits

Comp & perks

Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents
Comprehensive wellness benefits and healthcare concierge services
401(k) plan
Company-paid life and disability insurance
Tax-advantaged spending accounts
Paid Parental Leave policy after six months of employment
Access to Kindbody fertility and family-building benefits
Generous annual stipends for both 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 SupportSolutions EngineeringProcess DesignMetrics AnalysisTroubleshootingDocumentationTrainingCloud EnvironmentsSaaSAuthentication Protocols

Soft Skills

CommunicationEmpathyOrganizational SkillsProblem SolvingCustomer Obsession