Drata•7 days ago
Senior Technical Support Specialist
Recruiter Fit Breakdown & Candid Summary
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This senior-level role is tailored for seasoned technical support or solutions engineering professionals with a strong background in SaaS, cloud infrastructure, and compliance products. Candidate
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Standard role matching posting requirements.
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Standard role matching posting requirements.
Role Responsibilities
- 1Serve as a primary escalation point for enterprise customer issues involving complex configurations, integrations, and compliance workflows.
- 2Deliver hands-on technical support across multiple channels with speed, clarity, and empathy.
- 3Diagnose advanced issues with integrations such as Google Workspace, Slack, GitHub, AWS, Okta, Microsoft 365, and other cloud-based tools.
- 4Lead root cause analysis for sync failures, SSO/SCIM errors, API-level problems, and multi-platform data discrepancies.
- 5Partner directly with enterprise customers during onboarding, integration setup, and audit preparation.
- 6Work closely with Product and Engineering to prioritize bugs, escalate critical incidents, and influence feature development based on enterprise use cases.
Skills Matrix
Must-Have Skills
Technical Support
SaaS
APIs
SSO
SCIM
Cloud Infrastructure
OAuth
SAML
AWS
Nice-to-Have Skills
Postman
SOC 2
ISO 27001
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