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. 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.

You're writing it as you go. 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.

As a Technical Support Manager at Drata, you will lead a team responsible for delivering high-quality technical support to our customers across a growing and increasingly complex platform. You'll oversee day-to-day support operations, coach and develop technical support talent, and drive continuous improvement across processes, escalations, tooling, and customer experience. 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.

What you'll do: Lead, coach, and develop a team of Technical Support Engineers and/or Specialists, providing clear performance expectations, regular feedback,



and career development support. Manage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence. Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.

Foster a culture of accountability, empathy, technical excellence, and continuous improvement. 5+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment. 2+ years of people management experience leading technical support or customer-facing technical teams. Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP. Proven ability to improve support operations through process design, metrics, documentation, training, and tooling.

Demonstrated success coaching team members, raising technical quality, and building a healthy, high-performing team culture. A customer-obsessed, highly organized, and data-informed approach to problem solving and decision making.

Experience with support platforms and internal tools such as Zendesk, Intercom, Jira, Slack, and knowledge base systems.

Background building or scaling integral support coverage models, technical escalation programs, or support enablement initiatives. At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.

📌 Manager, Technical Support - AWS (Monterrey)
🏢 drata
📍 Monterrey