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.

• 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.