Senior Manager, Technical Support
New
D
DrataSaaS, Security, Compliance
Remote - MexicoFull-TimeManager
SalaryTier 1: $154,000 - $190,000; Tier 2: $139,000 - $171,000; Tier 3: $123,000 - $152,000
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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; 4+ years of people management experience.
- Required Skills
- AWSCloud ComputingGCPAzureRESTful APIsSaaS
Requirements
- 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.
- Strong experience managing complex escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution at scale.
- Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP.
- Proven ability to scale support operations through process design, metrics, documentation, training, tooling, and organizational planning.
- Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners.
- Demonstrated success developing leaders, elevating technical quality, and building healthy, high-performing teams.
- A customer-obsessed, highly organized, and data-informed approach to problem solving and decision making.
- Comfort operating in a fast-paced environment with evolving priorities and significant opportunity to build.
Responsibilities
- Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning.
- 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, executive visibility, and timely resolution.
- Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes.
- Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth.
- Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization.
- Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
- Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design.
- Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities.
- Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.
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