{"id":14276,"url":"https://alion.io/job/drata-manager-technical-support-mexico","title":"Manager, Technical Support - Mexico","company":{"id":4417,"name":"Drata","domain":"drata.com","url":"https://alion.io/company/drata","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":93,"open_postings":11,"ghost_share":0,"stale_share":0.091,"repost_share":0,"time_to_fill_p50_days":78,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":100000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"GDPR","optional":true},{"name":"HIPAA","optional":true},{"name":"Intercom","optional":true},{"name":"ISO 27001","optional":true},{"name":"Jira","optional":true},{"name":"Rest API","optional":true},{"name":"Slack","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-06-24T23:09:58Z","employer_posted_date":"2026-06-24","last_verified_at":"2026-10-17T00:20:16Z","board_verified":true,"closed_at":null,"days_open":114,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":113},"description":"Drata is building the trust layer between great companies - automating compliance, managing risk, and helping organizations prove trust continuously as they scale. We're Dratanauts: a global crew of 600+ professionals united by a culture that rewards integrity, ownership, and raising the bar, no matter where in the world we're working from.\nWhy Join the Drata Team?\nAt Drata, you're not maintaining legacy compliance software - you're building the agentic AI platform defining what trust looks like for the next generation of companies. Here's what makes the work itself worth showing up for:\nProblems without a playbook: You'll work at the edge of AI and security, building agentic governance, continuous compliance, and real-time trust verification to solve problems that don't have an established answer yet. You're writing it as you go.\n\nReal ownership, not just process: Our values center on owning outcomes and raising the bar, not checking boxes. You're expected to have opinions and back them.\n\nA seat at the table: Your perspective is unique and valued. Open debate and diverse viewpoints are built into how decisions actually get made here, at every level.\n\nGrowth at rocketship speed: Drata is scaling fast, which means scope grows fast too. High performers get more ownership, visibility, and experience.\n\nA crew, not just coworkers: Dratanauts consistently describe a \"come as you are\" culture with sharp, curious people-the kind of team that makes hard problems genuinely fun to solve. See what they say here and follow us on LinkedIn for company news, employee stories, and career updates.\n\nJob Summary:\nAs 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.\nThis 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.\nAt 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.\nWhat you’ll do:\nLead, coach, and develop a team of Technical Support Engineers and/or Specialists, providing clear performance expectations, regular feedback, and career development support.\n\nManage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence.\n\nServe as a point of leadership escalation for high-priority customer issues, helping the team drive timely resolution and clear communication.\n\nBuild strong partnerships with Engineering, Product, Customer Success, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes.\n\nEstablish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience.\n\nUse support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization.\n\nEnsure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.\n\nPartner with leadership on hiring, onboarding, workforce planning, and organizational design as the team scales.\n\nReview customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities.\n\nFoster a culture of accountability, empathy, technical excellence, and continuous improvement.\n\nWhat you’ll bring:\n5+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment.\n\n2+ years of people management experience leading technical support or customer-facing technical teams.\n\nStrong experience managing escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution.\n\nWorking knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP.\n\nProven ability to improve support operations through process design, metrics, documentation, training, and tooling.\n\nStrong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners.\n\nDemonstrated success coaching team members, raising technical quality, and building a healthy, high-performing team culture.\n\nA customer-obsessed, highly organized, and data-informed approach to problem solving and decision making.\n\nComfort operating in a fast-paced environment with evolving priorities and the opportunity to build.\n\nNice to Have\nExperience supporting security, compliance, or GRC products.\n\nFamiliarity with frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, or similar regulatory environments.\n\nExperience with support platforms and internal tools such as Zendesk, Intercom, Jira, Slack, and knowledge base systems.\n\nBackground building or scaling global support coverage models, technical escalation programs, or support enablement initiatives.\n\nHow we support you:\n 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.\nExplore how we invest in your Life at Drata.\nShared 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.\n\nHealth & Wellness: Up to 100% employer-paid premiums for medical, employees and their dependents\n\nFamily 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.\n\nGrowth & 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.\n\nTime 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.\n\nThe expected base salary range for this role is between MX$850,000 - MX$1,150,000 and is listed to provide transparency. Actual base pay will vary based on multiple factors - market location, job-related knowledge, skills, experience, and overall alignment to the role.\nCandidates shouldn't expect automatic placement at any particular point within the range. Offer amounts are determined by the qualifications each candidate brings to the position. 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