Drata · 4 months ago
Senior Technical Support Specialist (Remote)
United States
Full-time
Remote
Senior Level
5+ years expDrata is a trust management platform that uses AI-driven automation to modernize governance, risk, and compliance. As a Senior Technical Support Specialist, you will support enterprise customers by providing technical leadership, diagnosing complex issues, and ensuring a high-quality customer experience while meeting service SLAs.
ComplianceInformation TechnologySaaSSecuritySoftware
Responsibilities
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
Qualification
Required
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
Preferred
Experience onboarding or supporting enterprise customers through complex audit timelines
Familiarity with enterprise support practices like account health reviews, runbooks, and tiered response SLAs
Experience creating documentation and training for technical support teams
Prior work in a fast-growing startup or scale-up environment
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
Company
Drata
Drata is a Trust Management Platform that automates compliance workflows, streamlines risk management, and continuous security assurance
501-1000 employees
H1B Sponsorship
Drata has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (1)
Funding
Current Stage
Late StageTotal Funding
$328.24MKey Investors
ICONIQ GrowthNotable CapitalCowboy Ventures
2022-12-07Series C· $200M
2021-11-08Series B· $100M
2021-06-23Series A· $25M
Leadership Team
Daniel Marashlian
Co-Founder & CTO
Troy Markowitz
Co-Founder & Chief Operating Officer
Recent News
2025-11-29
2025-11-19
Company data provided by crunchbase