Senior Technical Support Specialist, Drata
$84.9-131.1k
+ Stocks (RSUs)
Security and compliance automation
Be an early applicant
Security and compliance automation
501-1000 employees
Be an early applicant
$84.9-131.1k
+ Stocks (RSUs)
501-1000 employees
Company mission
To help companies earn and keep the trust of their users, customers, partners, and prospects.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
- You'll 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
Our take
Traditional manual compliance workflows are tedious, error-prone and extremely hard to scale, which presents special difficulties for rapidly growing companies in maintaining strong data security. Drata enables companies to manage compliance easily through automatic monitoring and evidence collection, building a single picture of risk across the company.
The company has several competitors offering compliance automation solutions, including Vanta and Secureframe, but Drata is unique in automating the tasks itself rather than generating notifications for teams to action. This approach has garnered Drata a client base of thousands of companies, including bambooHR, Notion and Abnormal.
Drata has grown swiftly since its 2020 founding and acquired trust automation company Safebase in 2025 for a staggering $250 million. Iconiq Growth and GGV Capital have led Drata's impressive funding rounds in previous years, but its aim now is to expand its presence. Through its acquisition of SafeBase, Drata has also gained its customers, among which are tech leaders such as Palantir, LinkedIn and OpenAI, which will undoubtedly help it maintain its leading edge.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
64% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2024
$33m
SERIES B
Aug 2023
$4m
SERIES A
Total funding: $57.3m
Company benefits
- Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
- HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
- 100% paid short and long term disability plus life + AD&D benefits
- Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
- Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
- 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)
- Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
- 401K: Reach your financial goals while reducing your taxes
Company values
- Built on Trust - Trust is our most precious asset, earned through consistency over time.
- Act With Integrity - We do the right thing, regardless of whether anyone else is looking.
- Customer Obsessive - Everything we do revolves around the customer at the centre of our purpose.
- Competitive Fire - It burns from within—we push ourselves harder than anyone else ever could.
- Diversity - Unique perspectives provide a better shared view of a problem and its possible solutions
- Automation First - Our products save companies time and money—efficiency is paramount.
Company HQ
University City, San Diego, CA
Articles
Leadership
Adam Markowitz
(Co-Founder & CEO)Previously VP & GM at Instructure. Founder & former CEO of Portfolium. Has worked in Mechanical and Aerospace Engineering.
Daniel Marashlian
(Co-Founder & CTO)Former Technical Advisory Board Member at the National University. Previously Senior Director Of Engineering at Instructure. Co-founded Portfolium and RapidEngage.
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