Senior Technical Support Specialist

Drata is building the trust layer between great companies - automating compliance, managing risk, and helping organizations prove trust continuously as they scale. We're Dratanauts: a global crew of 600+ professionals united by a culture that rewards integrity, ownership, and raising the bar, no matter where in the world we're working from. Why Join the Drata Team? At Drata, you're not maintaining legacy compliance software - you're building the agentic AI platform defining what trust looks like for the next generation of companies. Here's what makes the work itself worth showing up for: Problems without a playbook: You'll work at the edge of AI and security, building agentic governance, continuous compliance, and real-time trust verification to solve problems that don't have an established answer yet. You're writing it as you go. Real ownership, not just process: Our values center on owning outcomes and raising the bar, not checking boxes. You're expected to have opinions and back them. A seat at the table: Your perspective is unique and valued. Open debate and diverse viewpoints are built into how decisions actually get made here, at every level. Growth at rocketship speed: Drata is scaling fast, which means scope grows fast too. High performers get more ownership, visibility, and experience. A crew, not just coworkers: Dratanauts consistently describe a "come as you are" culture with sharp, curious people—the kind of team that makes hard problems genuinely fun to solve. See what they say here and follow us on LinkedIn for company news, employee stories, and career updates. Job Summary: As a Senior Technical Support Specialist at Drata, you’ll play a strategic role in supporting our most complex, high-value enterprise customers. You’ll take ownership of critical issues, provide technical leadership within the support team, and act as a trusted advisor to customers navigating sophisticated compliance workflows. Your deep product expertise and problem-solving ability will ensure timely, scalable, and high-quality support — all while maintaining a world-class customer experience and meeting stringent service SLAs. What you’ll do: Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows. Deliver hands-on technical support across multiple channels (email, chat, video) with speed, clarity, and empathy. Diagnose advanced issues with integrations such as 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 directly 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. Work closely with Product and Engineering to prioritize bugs, escalate critical incidents, and influence feature development based on enterprise use cases. Mentor associate and mid-level support specialists, sharing best practices, documentation, and escalation handling approaches. Create and improve internal documentation, training resources, and support playbooks tailored to enterprise needs. Track and manage escalated customer cases with precision, ensuring timely follow-up and high CSAT/NPS scores. What you’ll bring: 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. Expert-level troubleshooting skills 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, authentication protocols (OAuth, SAML), RBAC, provisioning flows, and platform observability. Experience supporting compliance, security, or IT products (SOC 2, ISO 27001, HIPAA, GDPR, etc.). Familiarity with tools like Postman, browser dev tools, and cloud provider consoles (e.g., AWS IAM, Azure AD, GCP). Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences. A proactive mindset with the ability to drive resolution and improve systems through data and feedback. Experience working with tools such as Zendesk, Intercom, Jira, Slack, and knowledge base platforms Bonus Points Experience onboarding or supporting enterprise customers through complex audit timelines. Familiarity with enterprise support practices like account health reviews, runbooks, and tiered response SLAs. Experience creating documentation and training for technical support teams. Prior work in a fast-growing startup or scale-up environment How we support you: At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standa