Senior Manager, Technical Support - Mexico

Responsibilities

• Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning.
• Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes.
• Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and timely resolution.
• Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes.
• Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth.
• Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization.
• Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design.
• Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities.
• Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.

Requirements

• 8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment.
• 4+ years of people manageme

Additional Information

Our Mission & Values: At Drata, we help companies earn and keep the trust of their users, customers, partners, and prospects. We're the proof layer that shows great companies deserve the trust they aim to build. We live our values every day. Built on Trust means consistency is everything. Act with Integrity by always doing the right thing. Being Customer-Obsessed keeps the people we serve at the center of our work. Competitive Fire drives us to push ourselves harder than anyone else. Diversity brings unique perspectives that lead to better solutions. Automation First ensures we save time and money by making efficiency a priority. Our Culture & Work Style 🚀 At Drata, we're not just building software - we're building a mindset. Everything we do springs from: Be a Driver (Owner‑Operator Mentality): Own your work. Improve relentlessly. Deliver results. Move at Drata Speed (Precision & Velocity): Fast decisions. Quick learning. Immediate impact. Stay Mission-Driven (Customer‑Obsessed): Challenge assumptions. Deliver value. Stay hungry. If you thrive when you're empowered, energized, and working with smart, mission-driven people, you'll feel at home here. Why Join The Drata Team? The best way to understand the Driver's Mindset is to see it in action. We're an award-winning, mission-driven team of 600+ people worldwide , united by a culture that values trust, speed, and continuous growth. See the Speed: Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years Hear the Voice of the Team : Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. Experience the Impact : See why we are consistently recognized on Fortune's Best Workplaces lists. Connect with Us on Socials: LinkedIn - follow us for company updates, employee stories, and career news. Job Summary: As the Senior Manager, Technical Support at Drata, you will lead and scale a high-performing technical support organization responsible for delivering exceptional support across a growing and increasingly complex platform. You will oversee support managers and senior individual contributors, drive operational excellence, and shape the strategy, structure, and systems that enable the team to deliver consistent, high-quality outcomes for customers. This role is ideal for a strategic and hands-on leader who brings deep technical support experience, strong people leadership, and a passion for building scalable support organizations. You will partner closely with Engineering, Product, Customer Success, and other cross-functional leaders to improve the customer experience, strengthen escalation management, and ensure Drata's support organization evolves alongside the business. At Drata, Technical Support plays a critical role in helping customers maintain trust, stay audit-ready, and confidently use our platform across integrations, automations, and compliance workflows. Our Technical Support team supports issues involving APIs, cloud infrastructure, identity systems, and evidence collection workflows, and collaborates closely with Engineering and Product to resolve bugs and improve supportability.

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