Senior Technical Support Specialist

Drata

. Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows .

Posted 10/27/2026full-timeRemote • United StatesSenior💰 $71,000 - $109,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support for enterprise customers, focusing on complex configurations, integrations, and compliance workflows. Proficient in troubleshooting APIs, identity providers, and cloud infrastructure while ensuring high customer satisfaction and effective communication.

Highest-signal resume keywords

Expert-Level TroubleshootingSaaS Architecture UnderstandingCompliance Support ExperienceTechnical Consultation SkillsCustomer Escalation Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API TroubleshootingSSO/SCIM ManagementData Sync LogicOAuthSAMLRBACCloud InfrastructureCompliance StandardsTechnical DocumentationAudit Readiness

Soft Skills

Strong Communication SkillsProactive MindsetMentoring AbilityProblem-Solving SkillsCollaboration Skills

Tools & Technologies

Google WorkspaceSlackGitHubAWSOktaMicrosoft 365PostmanZendeskIntercomJira

Certifications & Qualifications

SOC 2ISO 27001HIPAAGDPR

Industry Keywords

Enterprise SupportB2B SaaSTechnical SupportCompliance WorkflowsAudit Preparation

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows
Deliver hands-on technical support through email, chat, and video
Diagnose advanced issues involving Google Workspace, Slack, GitHub, AWS, Okta, Microsoft 365, and other cloud-based tools
Lead root cause analysis for sync failures, SSO/SCIM errors, API-level problems, and multi-platform data discrepancies
Partner with enterprise customers during onboarding, integration setup, and audit preparation
Provide technical consultation on control coverage, framework completion, audit readiness metrics, and evidence collection workflows
Collaborate with Product and Engineering to prioritize bugs, escalate critical incidents, and influence feature development
Mentor associate and mid-level support specialists
Create and improve internal documentation, training resources, and support playbooks
Track and manage escalated customer cases, ensuring timely follow-up and high CSAT/NPS scores

Requirements

What you’ll need

Minimum 5+ years in a technical support, solutions engineering, or technical success role
At least 2+ years supporting enterprise or high-touch B2B SaaS customers
Expert-level troubleshooting across APIs, identity providers (SSO/SCIM), cloud infrastructure, and data sync logic
Proven ability to manage escalations and complex technical conversations with enterprise stakeholders
In-depth understanding of SaaS architecture, OAuth, SAML, RBAC, provisioning flows, and platform observability
Experience supporting compliance, security, or IT products, including SOC 2, ISO 27001, HIPAA, or GDPR
Familiarity with Postman, browser developer tools, and cloud provider consoles such as AWS IAM, Azure AD, and GCP
Strong written and verbal communication skills and ability to explain technical concepts to non-technical audiences
Proactive mindset and ability to drive resolution and improve systems through data and feedback
Experience with Zendesk, Intercom, Jira, Slack, and knowledge base platforms
Bonus: Experience onboarding or supporting enterprise customers through complex audit timelines
Bonus: Familiarity with enterprise support practices such as account health reviews, runbooks, and tiered response SLAs
Bonus: Experience creating documentation and training for technical support teams
Bonus: Prior work in a fast-growing startup or scale-up environment

Benefits

Comp & perks

Stock equity
Up to 100% employer-paid medical, dental, and vision premiums for employees and dependents
Comprehensive wellness benefits
Healthcare concierge services
401(k) plan
Company-paid life and disability insurance
Tax-advantaged spending accounts
Discounted voluntary offerings
Paid parental leave after six months of employment
Kindbody fertility and family-building benefits
Dedicated leave specialists
Generous annual professional and personal development stipends
Internal learning opportunities
Flexible vacation policy
Paid holidays