# Technical Support Engineer

**Company**: Vanta
**Location**: Dublin
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/vanta/f98ff59f-8732-48a6-a60c-3367a0f288e5?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_75e7d25e-363

## Description

As a Technical Support Engineer (TSE) at Vanta, you'll play a critical role in supporting customers by resolving complex technical issues and serving as the final technical escalation point.

You'll collaborate closely with Support and Engineering teams to deliver a best-in-class customer experience while meeting service SLAs.

**Responsibilities:**

- Provide technical support to Vanta customers through email, screen sharing, and chat, responding within established SLAs.

- Develop a deep understanding of Vanta's product capabilities, integrations, configurations, and more.

- Own and resolve complex technical customer issues, partnering with Technical Support Specialists (TSS) on challenging cases.

- Demonstrate a strong sense of ownership and accountability for the overall customer experience.

- Clearly explain complex solutions to customers and document them for future use.

- Problem-solve and troubleshoot in a repeatable manner, documenting in the Support CRM.

- Create reproducible test cases and collaborate with Product and Engineering to improve the platform.

- Validate and escalate bugs to Engineering, keeping customers updated on progress.

- Contribute to internal and customer-facing documentation, as well as process and workflow improvements.

- Actively participate in daily troubleshooting sessions, weekly team meetings, and other team activities.

- Act as the trusted technical point of contact for assigned Premium Support customers, delivering high-touch support.

- Proactively share knowledge with the broader team during knowledge-sharing sessions.

- Foster a culture of collaboration, transparency, and continuous improvement.

**Requirements:**

- 4+ years of technical support experience in a SaaS/Tech environment.

- 2+ years in a Tier 3 or Tier 4 technical support role.

- Experience supporting Premium Support customers.

- Located in Ireland with a schedule of 8 AM–5 PM Irish Standard Time.

- Willingness to work on a hybrid basis, with a minimum of 2 days per week in office.

- Strong troubleshooting experience with cloud providers (AWS, Azure, GCP).

- Hands-on experience with cloud platforms, operating systems, and cloud application architecture.

- Solid understanding of APIs and networking fundamentals.

- Familiarity with relational databases (SQL) and document databases (NoSQL, MongoDB).

- Familiarity with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (Okta, Auth0, O365).

- Experience using tools like Datadog or similar log management platforms.

- Excellent communication skills, both written and verbal.

- Proven ability to write clear, concise documentation and knowledge base content.

- Comfortable presenting technical topics to various audiences.

- A strong sense of empathy for customers and teammates.

- Open to using AI to amplify skills and strengthen work.

**Benefits:**

- Industry-competitive salary and equity

- 100% covered medical, dental, and vision benefits with dependents coverage

- 16 weeks paid Parental Leave for all new parents

- Health & wellness stipend

- Remote workspace, internet, and mobile phone stipend

- Commuter benefits, including bike to work scheme and tax commuter ticket scheme

- Pension matching

- 25 days of Annual Leave per year

- 11 company-paid holidays

- Virtual team building activities, lunch and learns, and other company-wide events!

## Skills

### Required
- cloud providers (AWS, Azure, GCP)
- cloud platforms
- operating systems
- APIs
- networking fundamentals
- relational databases (SQL)
- document databases (NoSQL, MongoDB)
- IAM protocols (SAML, OAuth, SCIM)
- Identity Providers (Okta, Auth0, O365)
- Datadog or similar log management platforms

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/vanta/f98ff59f-8732-48a6-a60c-3367a0f288e5?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)