Senior Technical Support Specialist at Drata · LumiJobs
senior
$71k–$109k
H1B: no
Drata Senior Technical Support Specialist at Drata providing technical leadership and support for complex enterprise customer issues. This role involves diagnosing integration problems and advising on compliance workflows.
Responsibilities
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.
Qualification
How we support youAt DrataShared Success
Preferred
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 standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving.
Explore how we invest in your Life at Drata.
Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective success.
