Senior Manager, Technical Support
New
D
DrataSaaS / Security
Remote - MexicoFull-TimeManager
SalaryMX$1,150,000 - MX$1,495,000
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Job Details
- Experience
- 8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment. 4+ years of people management experience, including experience leading managers and/or senior technical teams.
- Required Skills
- AWSGCPPeople ManagementAzureRESTful APIsTechnical supportSaaS
Requirements
- 8+ years of experience in technical support, support engineering, or solutions engineering in a SaaS or B2B technology environment.
- 4+ years of people management experience, including leading managers and/or senior technical teams.
- Proven experience managing complex escalations and balancing customer urgency with operational rigor.
- Strong working knowledge of APIs, SaaS integrations, and authentication protocols (SSO/SCIM).
- Technical understanding of identity systems and cloud environments such as AWS, Azure, and GCP.
- Demonstrated success scaling support operations through process design, metrics, documentation, tooling, and organizational planning.
- Strong written and verbal communication skills.
- Experience developing leaders and building high-performing teams.
- Data-informed approach to problem-solving and decision-making.
Responsibilities
- Lead and develop Technical Support managers, senior technical contributors, and broader support team structures.
- Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes.
- Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination and executive visibility.
- Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability and reduce friction.
- Build and refine scalable support processes, organizational structures, and escalation frameworks.
- Use operational metrics and customer feedback to identify trends and drive strategic improvements.
- Ensure the organization is equipped to support integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
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