Senior Technical Support Specialist
New
D
DrataCompliance software
Remote - USFull-TimeSenior
SalaryThe expected base salary range for this role is between $71,000 - $109,000
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Job Details
- Experience
- Minimum 5+ years in a technical support, solutions engineering, or technical success role — with at least 2+ years supporting enterprise or high-touch B2B SaaS customers.
- Required Skills
- OAuthRESTful APIsZendeskPostmanTechnical support
Requirements
- Have at least 5 years of experience in technical support, solutions engineering, or technical success.
- Have at least 2 years supporting enterprise or high-touch B2B SaaS customers.
- Demonstrate advanced troubleshooting across APIs, identity providers (SSO/SCIM), cloud infrastructure, and data sync logic.
- Be able to manage escalations and complex technical conversations with enterprise stakeholders.
- Understand SaaS architecture, OAuth, SAML, RBAC, provisioning flows, and platform observability.
- Have experience supporting compliance, security, or IT products, including areas such as SOC 2, ISO 27001, HIPAA, or GDPR.
- Be familiar with Postman, browser developer tools, and cloud provider consoles such as AWS IAM, Azure AD, or GCP.
- Have experience with tools such as Zendesk, Intercom, Jira, Slack, and knowledge base platforms.
- Be able to explain technical concepts to non-technical audiences.
- Be able to drive issue resolution and improve systems through data and feedback.
Responsibilities
- Serve as a primary escalation point for enterprise issues involving complex configurations, integrations, and compliance workflows.
- Deliver technical support across email, chat, and video.
- Diagnose issues with integrations including Google Workspace, Slack, GitHub, AWS, Okta, and Microsoft 365.
- Lead root cause analysis for sync failures, SSO/SCIM errors, API-level problems, and multi-platform data discrepancies.
- Partner with enterprise customers on onboarding, integration setup, and audit preparation.
- Provide technical consultation on control coverage, framework completion, audit readiness metrics, and evidence collection workflows.
- Work with Product and Engineering to prioritize bugs, escalate critical incidents, and inform feature development.
- Mentor associate and mid-level support specialists and improve internal documentation, training resources, and support playbooks.
- Track escalated customer cases and ensure timely follow-up.
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