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# Technical Support Specialist

- **Company:** Drata Inc
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $71,000.0 - $109,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), Amazon Web Services, JIRA, Authentication Protocols, Software as a Service, Cloud Computing, Data Synchronization, Programming Tools, Github, Identity and Access Management, OAuth, Role-Based Access Control, Azure Active Directory, Cloud Services, Runbook, Security Assertion Markup Language (SAML), Systems Integration, Google Cloud, Okta, Postman, Slack, Gsuite, Zendesk
- **Published:** October 28, 2026
- **Apply:** https://startup.jobs/senior-technical-support-specialist-drata-com-10595570

## About the Role

* 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, * 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

## Description

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.