Manager, Technical Support ‑ Mexico

A remote Mexico-based manager role leading Drata's technical support engineers, overseeing escalations, SLAs, and daily support operations for a SaaS compliance platform. It requires prior people management plus technical depth in APIs, identity systems, and cloud environments.

• Lead, coach, and develop technical support engineers and specialists
• Manage queue health, case quality, escalations, staffing, and SLA adherence
• Serve as leadership escalation point for high-priority customer issues
• Partner with Engineering, Product, and Customer Success on issue resolution
• Refine support processes, workflows, runbooks, and escalation paths
• Use support metrics and insights to drive operational improvements
• Ensure troubleshooting coverage for integrations, APIs, SSO/SCIM, and cloud providers
• Support hiring, onboarding, workforce planning, and org design

• 5+ years in technical support, support engineering, solutions engineering, or similar SaaS/B2B function
• 2+ years of people management experience
• Experience managing escalations and cross-functional resolution
• Knowledge of APIs, SaaS integrations, authentication, identity systems, and cloud environments
• Proven ability to improve support operations through process, metrics, documentation, and tooling
• Strong written and verbal communication skills
• Experience coaching team members and raising technical quality
• Customer-obsessed, organized, and data-informed approach