Manager, Technical Support
New
D
DrataSaaS / Compliance
Remote - USFull-TimeManager
SalaryTier 1: $125,700 - $155,295; Tier 2: $113,100 - $139,755; Tier 3: $100,600 - $124,215
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Job Details
- Experience
- 5+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function; 2+ years of people management experience
- Required Skills
- AWSCloud ComputingGCPPeople ManagementAzureRESTful APIsTechnical supportSaaS
Requirements
- 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.
- Demonstrated success coaching team members, raising technical quality, and building a healthy, high-performing team culture.
- Customer-obsessed, highly organized, and data-informed approach to problem-solving and decision making.
- Comfort operating in a fast-paced environment with evolving priorities.
Responsibilities
- 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.
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