Manager, Technical Support - Mexico

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: https://www.youtube.com/watch?v=QidTdkGwKMY 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 https://drata.com/about/life-at-drata: Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available.
• Experience the Impact https://www.greatplacetowork.com/certified-company/7044563: See why we are consistently recognized on Fortune's Best Workplaces lists.
• Connect with Us on Socials: LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all - follow us for company updates, employee stories, and career news.

Job Summary: 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. This role is ideal for a hands-on people leader who combines strong operational judgment with technical depth and a customer-first mindset. You’ll partner closely with Engineering, Product, Customer Success, and other cross-functional teams to ensure timely resolution of customer issues, scalable support practices, and strong alignment between customer needs and internal execution. 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.
• Serve as a point of leadership escalation for high-priority customer issues, helping the team drive timely resolution and clear communication.
• Build strong partnerships with Engineering, Product, Customer Success, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes.
• Establish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience.
• Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization.
• Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on hiring, onboarding, workforce planning, and organizational design as the team scales.
• Review customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities.
• Foster a culture of accountability, empathy, technical excellence, and continuous improvement.

What you’ll bring: - 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.
• Strong experience managing escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution.
• 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.
• Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners.
• 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.
• Comfort operating in a fast-paced environment with evolving priorities and the opportunity to build.

Nice to Have - Experience supporting security, compliance, or GRC products.

• Familiarity with frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, or similar regulatory environments.
• Experience with support platforms and internal tools such as Zendesk, Intercom, Jira, Slack, and knowledge base systems.
• Background building or scaling global support coverage models, technical escalation programs, or support enablement initiatives.

How we support you: At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving. Explore how we invest in your Life at Drata https://drata.com/about/life-at-drata?utm_source=chatgpt.com.

• Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success.

Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective success.

• Health & Wellness: Up to 100% employer-paid premiums for medical, employees and their dependents - Family Support: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment.
• Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth.

You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence.

• Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.

This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The expected compensation for this role is between: MX$850,000 - MX$1,150,000. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. This range may be modified in the future and final offer amounts may vary from the amounts listed above.

• Highlight measurable Excel achievements in your résumé (e.g., “automated weekly SLA reporting for 200+ tickets, cutting manual effort by 30%”) and be ready to walk through a live spreadsheet during the interview to demonstrate formula mastery, pivot tables, and data‑visualization skills that align with Drata’s “Automation First” mindset.
• Build a concise 2‑page “Technical Support Portfolio” that includes screenshots or short videos of ticket triage workflows you designed, a before‑and‑after case study of a process you automated, and a brief KPI summary (first‑response time, resolution rate). Share the link in your cover letter and reference it when discussing your “Customer‑Obsessed” approach.
• Prepare concrete examples that show “Built on Trust” consistency: describe a time you documented a troubleshooting procedure, trained teammates remotely, and tracked adherence through shared Excel dashboards, emphasizing how the documentation reduced escalations by a specific percentage.
• During the interview, ask targeted questions that reflect Drata’s values—e.g., “How does the team measure the impact of automation on support efficiency?” or “What metrics does leadership use to gauge integrity in handling security‑related tickets?”—to demonstrate you’re a cultural fit and a proactive “Driver.”

• When negotiating salary, research Mexico’s remote tech‑support market (average MXN 550‑700 k annually) and position your Excel‑driven process improvements as cost‑savings. Cite the exact dollar/ peso amount you saved in previous roles and propose a performance‑based bonus tied to SLA improvements, aligning with Drata’s “Competitive Fire” and results‑oriented culture.