Senior Technical Support Specialist

The role

You will support complex, high-value enterprise customers by managing critical issues and providing technical leadership. You will diagnose advanced integration and API problems while acting as a trusted advisor for compliance workflows.

What you will do

• Serve as a primary escalation point for enterprise customer issues.
• Deliver hands-on technical support via email, chat, and video.
• Diagnose advanced issues with integrations like Google Workspace, Slack, GitHub, AWS, Okta, and Microsoft 365.
• Lead root cause analysis for sync failures, SSO/SCIM errors, and API-level problems.
• Partner with enterprise customers during onboarding, integration setup, and audit preparation.
• Provide technical consultation on control coverage and audit readiness metrics.
• Work with Product and Engineering to prioritize bugs and influence feature development.
• Mentor associate and mid-level support specialists.
• Create and improve internal documentation and support playbooks.
• Track and manage escalated customer cases to ensure high CSAT/NPS scores.

Required qualifications

• Minimum 5+ years in a technical support, solutions engineering, or technical success role.
• 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.
• 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.
• Proactive mindset to drive resolution and improve systems.
• Experience working with tools such as Zendesk, Intercom, Jira, Slack, and knowledge base platforms.

Nice to have

• 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

• Stock equity
• Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and dependents
• 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
• Kindbody fertility and family-building benefits
• Annual stipends for professional and personal development
• Internal learning opportunities
• Flexible vacation policy
• Paid holidays

About the company

Drata is building the trust layer between great companies by automating compliance and managing risk. They are a global crew of 600+ professionals.