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!