About the role
Drata is seeking a highly skilled and experienced Senior Technical Support Engineer to lead the resolution of complex technical issues and play a pivotal role in delivering exceptional customer support
In this role, you will serve as a trusted advisor to both internal teams and our most strategic customers, ensuring swift and comprehensive technical resolutions while mentoring other support engineers
You will operate at the intersection of product knowledge, technical depth, and customer advocacy—working closely with Engineering, Product, Customer Success, and Security teams to diagnose high-impact problems, advocate for product enhancements, and strengthen Drata's reputation as a world-class compliance automation platform
Serve as the highest-level escalation point for complex, business-critical customer issues across the Drata platform
Own and manage technical escalations from initial triage to post-resolution reviews, including in-depth root cause analysis and communication of findings to customers and internal teams
Troubleshoot complex issues involving APIs, SSO/SCIM, cloud environments (AWS, Azure, GCP), identity providers (e.g., Okta, Google Workspace), and automated audit evidence workflows
Collaborate closely with Engineering and Product teams to report bugs, reproduce technical scenarios, and drive long-term resolution plans
Design and implement internal support tooling, automation scripts, and diagnostic processes to improve efficiency and consistency
Represent Support in high-priority customer engagements, product launches, and cross-functional initiatives
Participate in and lead incident response efforts, postmortems, and ongoing improvements to support readiness and processes
Develop internal and external documentation, playbooks, runbooks, and best practices to scale knowledge across the organization
Provide technical mentorship, coaching, and knowledge transfer to Associate and mid-level Support Engineers
Analyze recurring customer issues and feedback to drive product and support roadmap improvements
Act as a customer advocate and partner with Customer Success and Account Management teams to ensure long-term success and satisfaction
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