Senior Technical Support Specialist (Remote) at Drata

United States

Apply Now

Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

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 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
Proactive mindset with the ability to drive resolution and improve systems through data and feedback

Responsibilities

Serve as a primary escalation point for enterprise customer issues
Deliver hands-on technical support across multiple channels (email, chat, video)
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
Mentor associate and mid-level support specialists
Create and improve internal documentation, training resources, and support playbooks
Track and manage escalated customer cases

Skills

Drata

Automates security and compliance processes

About Drata

Drata provides a platform that automates security and compliance processes for companies, helping them achieve and maintain continuous compliance with standards like SOC 2, ISO 27001, and HIPAA. The platform works by integrating with over 75 different technologies to continuously monitor a company's security posture and collect evidence needed for compliance audits. This automation reduces the need for manual tasks, such as taking screenshots and managing spreadsheets, making the compliance process more efficient. Drata primarily serves fast-growing technology and SaaS companies that face challenges in managing compliance due to rapid growth and complex regulations. Unlike its competitors, Drata focuses on providing a comprehensive, integrated solution that ensures clients are always audit-ready. The goal of Drata is to simplify compliance management, allowing businesses to save time and resources while building trust with their customers.

San Diego, CaliforniaHeadquarters

2020Year Founded

$319.2MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees

Benefits

Health benefits

Learning enrichment stipends

Flexible PTO

Work from home stipend

401k

Parental leave

Risks

Integration challenges from acquisitions like oak9 may disrupt service delivery.

AI-generated responses in compliance may face client resistance over accuracy concerns.

Rapid platform expansion could strain infrastructure, risking service outages.

Differentiation

Drata automates compliance with over 75 technology integrations, streamlining audit readiness.

Founded in 2020, Drata focuses on continuous compliance for fast-growing tech companies.

Drata's AI-driven solutions reduce manual compliance tasks, enhancing efficiency and accuracy.

Upsides

Drata's acquisition of oak9 integrates compliance into the software development lifecycle.

AI Questionnaire Automation accelerates sales cycles by minimizing security review delays.

Strategic alliances, like with 360 Advanced, expand Drata's market reach and service offerings.

Land your dream remote job 3x faster with AI

Try Jobo Free