Manager, Technical Support - Mexico

Job description

Drata is building the trust layer between great companies - automating compliance, managing risk, and helping organizations prove trust continuously as they scale. We're Dratanauts: a global crew of 600+ professionals united by a culture that rewards integrity, ownership, and raising the bar, no matter where in the world we're working from. Why Join the Drata Team? At Drata, you're not maintaining legacy compliance software - you're building the agentic AI platform defining what trust looks like for the next generation of companies. Here's what makes the work itself worth showing up for: - Problems without a playbook: You'll work at the edge of AI and security, building agentic governance, continuous compliance, and real-time trust verification to solve problems that don't have an established answer yet. You're writing it as you go. - Real ownership, not just process: Our values center on owning outcomes and raising the bar, not checking boxes. You're expected to have opinions and back them. - A seat at the table: Your perspective is unique and valued. Open debate and diverse viewpoints are built into how decisions actually get made here, at every level. - Growth at rocketship speed: Drata is scaling fast, which means scope grows fast too. High performers get more ownership, visibility, and experience. - A crew, not just coworkers: Dratanauts consistently describe a "come as you are" culture with sharp, curious people—the kind of team that makes hard problems genuinely fun to solve. See what they say here https://drata.com/about/careers/life and follow us on LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all for company news, employee stories, and career updates. Job Summary: As a Technical Support Manager at Drata, you will lead a team responsible for delivering high-quality technical support to our customers across a growing and increasingly complex platform. You’ll oversee day-to-day support operations, coach and develop technical support talent, and drive continuous improvement across processes, escalations, tooling, and customer experience. This role is ideal for a hands-on people leader who combines strong operational judgment with technical depth and a customer-first mindset. You’ll partner closely with Engineering, Product, Customer Success, and other cross-functional teams to ensure timely resolution of customer issues, scalable support practices, and strong alignment between customer needs and internal execution. At Drata, Technical Support plays a critical role in helping customers maintain trust, stay audit-ready, and confidently use our platform across integrations, automations, and compliance workflows. Our Technical Support team supports issues involving APIs, cloud infrastructure, identity systems, and evidence collection workflows, and collaborates closely with Engineering and Product to resolve bugs and improve supportability. What you’ll do: - 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. What you’ll bring: - 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. Nice to Have - Experience supporting security, compliance, or GRC products. - Familiarity with frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, or similar regulatory environments. - Experience with support platforms and internal tools such as Zendesk, Intercom, Jira, Slack, and knowledge base systems. - Background building or scaling global support coverage models, technical escalation programs, or support enablement initiatives. How we support you: At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving. Explore how we invest in your Life at Drata https://drata.com/about/life-at-drata?utm_source=chatgpt.com. - Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective success. - Health & Wellness: Up to 100% employer-paid premiums for medical, employees and their dependents - Family Support: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment. - Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence. - Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge. This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The expected compensation for this role is between: MX$850,000 - MX$1,150,000. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. This range may be modified in the future and final offer amounts may vary from the amounts listed above.