# Manager, Technical Support

**Company:** [Drata](https://hotfix.jobs/companies/drata)
**Location:** Remote
**Role:** Support Engineering
**Salary:** MX$850k – MX$1.1M/yr
**Experience:** 5+ years
**Skills:** APIs, Saas Integrations, SSO, SCIM, AWS, Azure, GCP, Zendesk, Intercom, Jira, Slack, SOC 2, ISO 27001, HIPAA, GDPR
**Posted:** 2026-06-24

> Leads and develops a technical support team serving customers across APIs, integrations, identity systems, cloud environments, and compliance workflows. The role requires substantial technical support experience, people management, escalation leadership, and operational process improvement.

## Job Description

## Responsibilities
- Lead, coach, and develop Technical Support Engineers and Specialists through performance management, feedback, and career development.
- Manage support operations, including queue health, case quality, escalations, staffing coverage, and SLA adherence.
- Serve as a leadership escalation point for high-priority customer issues.
- Partner with Engineering, Product, Customer Success, and other stakeholders to improve issue resolution, bug escalation, and customer outcomes.
- Establish and refine support processes, workflows, runbooks, and escalation paths.
- Use support metrics and qualitative insights to identify trends and drive operational improvements.
- Ensure the team can troubleshoot integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
- Partner on hiring, onboarding, workforce planning, and organizational design.
- Review escalations, incident patterns, and feedback to identify product gaps, tooling needs, and enablement opportunities.
- Foster accountability, empathy, technical excellence, and continuous improvement.

## Requirements
- 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.
- Experience managing escalations and driving cross-functional resolution.
- Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments including AWS, Azure, and Google Cloud.
- Ability to improve support operations through process design, metrics, documentation, training, and tooling.
- Strong written and verbal communication skills.
- Demonstrated success coaching team members and building high-performing team cultures.
- Customer-focused, organized, and data-informed approach to problem solving.
- Comfort working in a fast-paced, evolving environment.

## Nice to Have
- Experience supporting security, compliance, or GRC products.
- Familiarity with SOC 2, ISO 27001, HIPAA, GDPR, or similar frameworks.
- Experience with Zendesk, Intercom, Jira, Slack, and knowledge base systems.
- Experience building global support coverage models, technical escalation programs, or support enablement initiatives.

## Compensation and Benefits
- Competitive base salary, variable compensation, benefits, and stock, typically RSUs.
- Expected compensation: MX$850,000–MX$1,150,000.
- Stock equity.
- Up to 100% employer-paid medical premiums for employees and dependents.
- Paid parental leave after six months of employment.
- Annual professional and personal development stipends.
- Flexible vacation policy and paid holidays.

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