Drata is the smartest way to achieve continuous framework compliance for SOC 2, ISO 27001, HIPAA, GDPR, and many more.
Senior Manager, Technical Support
Location
Mexico
Posted
4 days ago
Salary
MX$1,150K - MX$1,495K / year
Seniority
Senior
Job Description
Senior Manager, Technical Support
Drata
• 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.
Job 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 management experience, including experience leading managers and/or senior technical teams
- Strong experience managing complex escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution at scale
- Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP
- Proven ability to scale support operations through process design, metrics, documentation, training, tooling, and organizational planning
- Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners
- Demonstrated success developing leaders, elevating technical quality, and building healthy, high-performing teams
- A customer-obsessed, highly organized, and data-informed approach to problem solving and decision making
- Comfort operating in a fast-paced environment with evolving priorities and significant opportunity to build.
Benefits
- Up to 100% employer-paid premiums for medical, employees and their dependents
- Pension plan where employer contributes 4% of basic earnings
- Paid Parental Leave policy
- Access to Kindbody fertility and family-building benefits
- Generous annual stipends for professional and personal development
- Flexible vacation policy, paid holidays, and other perks
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