Manager, Technical Support - Mexico

Stack

Responsibilities

• ▹Lead, coach, and develop a team of Technical Support Engineers
• ▹Manage day-to-day support operations: queue health, case quality, escalations, staffing, SLA adherence
• ▹Serve as leadership escalation point for high-priority customer issues
• ▹Build strong partnerships with Engineering, Product, and Customer Success
• ▹Establish and refine support processes, workflows, and escalation paths
• ▹Use metrics and qualitative insights to drive operational improvements
• ▹Ensure the team can troubleshoot integrations, APIs, SSO/SCIM, and cloud provider issues
• ▹Partner with leadership on hiring, onboarding, and organizational design as the team scales

Requirements

• ▹5+ years in technical support, support engineering, or a similar customer-facing technical function in SaaS/B2B
• ▹2+ years of people management experience leading technical support teams
• ▹Strong experience managing escalations, balancing urgency with operational rigor
• ▹Working knowledge of APIs, SaaS integrations, authentication protocols, and cloud environments (AWS, Azure, GCP)
• ▹Proven ability to improve support operations through process design, metrics, documentation, and tooling
• ▹Strong written and verbal communication with customers, executives, and cross-functional partners

Nice to have

• ▹Experience supporting security, compliance, or GRC products
• ▹Familiarity with SOC 2, ISO 27001, HIPAA, GDPR, or similar frameworks
• ▹Experience with support platforms such as Zendesk, Intercom, Jira, Slack
• ▹Background scaling global support coverage models or technical escalation programs

Soft skills

What we offer

• ▹Equity (RSUs) and variable compensation
• ▹Up to 100% employer-paid medical coverage
• ▹Pension plan (5% employee + 4% employer contribution)
• ▹Paid parental leave after six months of employment
• ▹Annual stipends for professional and personal development
• ▹Flexible vacation policy and paid holidays

About the company

Drata is the trust-management platform that helps companies earn and keep the trust of users, customers, and partners through compliance automation. An award-winning, mission-driven team of 600+ people worldwide.