Senior Technical Support Specialist

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 **Senior Technical Support Specialist** at Drata, you’ll play a strategic role in supporting our most complex, high-value enterprise customers. You’ll take ownership of critical issues, provide technical leadership within the support team, and act as a trusted advisor to customers navigating sophisticated compliance workflows. Your deep product expertise and problem-solving ability will ensure timely, scalable, and high-quality support — all while maintaining a world-class customer experience and meeting stringent service SLAs. **What you’ll do:** - 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. **What you’ll bring:** - 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 ### **Bonus Points** - 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 **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, dental, and vision coverage for employees *and their dependents*, along with comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance. - **Financial Well-being:** A comprehensive suite of financial benefits, including a **401(k) plan**, company-paid **life and disability insurance**, **tax-advantaged spending accounts**, and a range of **discounted voluntary offerings** to help you customize and strengthen your overall financial position. - **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. Employees also receive access to **Kindbody fertility and family-building benefits** and dedicated leave specialists who help guide you through the entire process. - **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. *The expected base salary rangefor this role is between $71,000 - $109,000 and is listed to provide transparency. Actual base pay will vary based on multiple factors — market location, job-related knowledge, skills, experience, and overall alignment to the role.* *Candidates shouldn't expect automatic placement at any particular point within the range. Offer amounts are determined by the qualifications each candidate brings to the position. Total compensation may also include equity designed to provide meaningful ownership in the company, as well as health and wellbeing benefits.*