Manager, Technical Support
D
DrataSaaS, Security Compliance
Remote - MexicoFull-TimeManager
SalaryMX$850,000 - MX$1,150,000
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years in technical support/engineering; 2+ years of people management
- Required Skills
- AWSGCPPeople ManagementAzureRESTful APIsTechnical supportSaaS
Requirements
- 5+ years of experience in technical support, support engineering, solutions engineering, or similar.
- 2+ years of people management experience.
- Strong experience managing escalations and balancing customer urgency with operational rigor.
- Working knowledge of APIs, SaaS integrations, and authentication protocols (SSO/SCIM).
- Understanding of identity systems and cloud environments such as AWS, Azure, and GCP.
- Proven ability to improve support operations through process design and documentation.
- Strong written and verbal communication skills.
- Comfort operating in a fast-paced environment.
Responsibilities
- Lead, coach, and develop a team of Technical Support Engineers and/or Specialists.
- 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.
- Build partnerships with Engineering, Product, and Customer Success to improve resolution and bug escalation.
- Establish and refine support processes, workflows, and runbooks.
- Use support metrics to identify trends and drive operational improvements.
- Partner with leadership on hiring, onboarding, and workforce planning.
View Full Description & ApplyYou'll be redirected to the employer's site
