Top Operations Jobs

Lead and scale a technical support organization, manage managers and senior ICs, own escalations and SLA performance, and partner cross-functionally with Engineering, Product, and Customer Success. Build scalable processes, staffing models, and escalation frameworks; use operational metrics and customer feedback to drive improvements. Ensure team can troubleshoot integrations, APIs, SSO/SCIM, identity systems, and cloud environments, and influence product changes to improve supportability.

Lead and develop a team of Technical Support Engineers to manage day-to-day support operations, escalations, SLA adherence, and tooling. Partner with Engineering, Product, and Customer Success to resolve API, integration, SSO/SCIM, and cloud-related issues, improve processes and runbooks, drive metrics-informed improvements, and scale global support coverage and enablement.

Provide Tier 1 and designated Tier 2 technical support for Drata's SaaS platform. Triage and resolve customer issues, troubleshoot REST APIs, identity providers, and cloud integrations, document reproductions, manage tickets in Intercom and Jira, contribute knowledge base content, and collaborate with Engineering and Product to escalate complex issues and improve the user experience.

Lead and scale a technical support organization for a SaaS platform, managing managers and senior ICs. Own support strategy, escalations, SLAs, staffing, and cross-functional coordination with Product and Engineering. Improve processes, enablement, and supportability for integrations, APIs, SSO/SCIM, identity, and cloud issues. Use metrics and customer feedback to drive product and operational improvements and build a culture of accountability and technical excellence.

Provide first- and second-line technical support for Drata's SaaS platform, triage and resolve issues, work with APIs, identity providers, and cloud services, escalate complex problems, maintain tickets in Intercom/Jira/Linear, create knowledge-base content, perform bug replication/testing, and share product feedback with Engineering and Product teams.