Job Overview
Location
Remote
Job Type
Full-time
Category
Software Engineering
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • As a Senior Integrations Support Engineer at Vanta, you will be instrumental in ensuring the seamless operation and continuous improvement of our integrations platform, a critical component of Vanta's mission to help businesses earn and prove trust. This role is pivotal in managing the day-to-day execution for the Integrations Support squad, the dedicated team responsible for addressing all technical integration support tickets and incidents.
- • You will provide essential technical leadership, acting as the primary point of contact for escalated issues. This involves close collaboration with Customer Success and Engineering teams to diagnose, troubleshoot, and implement fixes and enhancements. Your efforts will directly contribute to maintaining a consistently high-quality customer support experience, which is paramount for Vanta's reputation and customer satisfaction.
- • The Automations team, which you will be a part of, is the driving force behind Vanta's integrations platform. This platform is the engine that powers continuous monitoring for over 400 integrations, encompassing a wide array of cloud providers, security tools, and SaaS applications. As Vanta experiences rapid growth and expands into new market segments, the complexity of integration support is escalating.
- • Your responsibilities will include tackling a diverse range of challenges, from intricate authentication issues and API rate limit management to sophisticated multi-cloud architectures and custom integration workflows designed for our enterprise clientele. This necessitates technical leaders who possess a strong aptitude for debugging production issues, driving operational excellence, and communicating effectively with Customer Success teams to ensure our users remain informed and supported.
- • In this multifaceted role, you will serve as a crucial bridge between the support function and the engineering department. You will drive execution within the integrations support squad while simultaneously developing and refining the processes and systems necessary to scale our support operations effectively. This is a hands-on position requiring deep technical troubleshooting expertise, coupled with the ability to lead post-incident retrospectives and extract valuable insights that will directly influence our product roadmap and future development.
- • This position is a technical leadership Individual Contributor (IC) role. You will exert influence and guide the team towards achieving success through your technical acumen, ownership of processes, and mentorship of colleagues, rather than through formal management responsibilities. Your expertise will be key in shaping the team's technical direction and problem-solving approaches.
- • You will own the support experience for our most complex integration tickets, establishing the benchmark for quality and actively coaching team members on best practices for troubleshooting. This includes developing and sharing advanced diagnostic techniques and problem-solving methodologies.
- • You will act as the primary escalation point for the integrations support squad, participating in an on-call rotation and serving as the incident commander. In this capacity, you will lead and coordinate efforts to drive complex issues to swift and effective resolution, ensuring minimal disruption to our customers.
- • A core part of your role will involve leading root cause analysis and in-depth technical debugging for production issues that arise across our integrations platform. This requires a deep dive into application logs, meticulous troubleshooting of REST and GraphQL APIs, and thorough investigation of cloud infrastructure issues across various environments.
- • You will champion operational excellence within the integrations support squad by diligently monitoring key performance metrics, such as ticket lead time and resolution rates. You will lead comprehensive incident retrospectives to identify systemic issues and drive continuous process improvements aimed at reducing escalation volume and enhancing overall platform stability.
- • You will be responsible for building and maintaining comprehensive internal knowledge bases, detailed troubleshooting runbooks, and essential documentation. This will empower the broader support team to independently resolve common integration issues, thereby reducing the need for escalations and accelerating time-to-resolution for our customers.
- • You will act as a vital conduit between the support and software engineering teams, cultivating deep domain knowledge of our integrations and customer environments to proactively drive platform improvements and address recurring challenges.
- • Furthermore, you will serve as the technical liaison between support and Customer Success, providing clear, proactive, and timely updates on incident status, potential impact, and estimated resolution timelines. This ensures that Customer Success Managers (CSMs) are well-equipped to keep customers informed and confident throughout the resolution of complex escalations.
- • You will actively surface patterns, trends, and pain points identified through support tickets back to the Engineering and Product teams. This feedback loop is critical for informing technical strategy, prioritizing roadmap initiatives, and ensuring that customer needs are at the forefront of product development.
- • Embrace the opportunity to leverage AI tools to amplify your skills and enhance your work, demonstrating curiosity, a commitment to learning, and sound judgment in applying AI responsibly to improve efficiency and impact.
🎯 Requirements
- • 5+ years of technical support experience in software engineering, with a minimum of 2 years specifically supporting enterprise customers through complex integrations, authentication issues, or platform-level troubleshooting.
- • Strong engineering fundamentals, including hands-on experience with modern frameworks and tooling such as TypeScript, React, and Node.js.
- • Proven experience in building and maintaining robust systems at scale, with a comfort level in considering growth, reliability, and supporting systems that can handle increasing complexity.
- • Deep troubleshooting and debugging skills, with demonstrated ability to read logs, work effectively with APIs (REST, GraphQL), and identify root causes in distributed systems.
- • Hands-on experience with major cloud platforms (AWS, GCP, Azure), integrations, and SaaS application architecture. Familiarity with task management/version control platforms (Jira, GitHub, Linear), monitoring tools (Datadog), and ticketing systems (Intercom, Zendesk) is essential.
- • Excellent technical communication skills, with the ability to articulate complex technical issues clearly to both engineering teams and non-technical stakeholders.
- • An automation and tooling mindset, with a proven ability to identify manual processes and develop scalable automation solutions that reduce operational burden.
- • Ability to execute projects efficiently, contribute to technical direction as an individual contributor, and lead cross-functional initiatives when opportunities arise.
- • Experience partnering effectively with Support, Product, and Engineering teams to drive initiatives that enhance the customer experience.
- • Comfort and adaptability in a fast-paced, high-growth startup environment characterized by ambiguity and evolving priorities.
- • Proficiency in Spanish is a strong plus, given the role involves regular communication and collaboration with Spanish-speaking teams and partners.
- • Openness to utilizing AI to augment skills and improve work output, demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly.
🏖️ Benefits
- • Industry-competitive salary and equity package.
- • Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans.
- • 16 weeks of fully-paid Parental Leave for all new parents.
- • Health & wellness stipend to support your well-being.
- • Remote workspace, internet, and cellphone stipend to ensure you have the resources you need.
- • Family planning benefits to support your growing family.
- • Matching 401(k) contribution with immediate vesting.
- • Flexible Paid Time Off (PTO) policy, complemented by 80 hours of dedicated Sick Time.
- • 11 company-paid holidays throughout the year.
- • Opportunities for virtual team building activities, lunch and learns, and other company-wide events to foster connection and learning.
Skills & Technologies
JavaScript
TypeScript
React
Node.js
AWS
Senior
Remote
About Vanta, Inc.
Vanta is a San Francisco-based compliance automation platform that helps businesses obtain and maintain SOC 2, ISO 27001, HIPAA, GDPR and other security certifications. Its cloud service continuously monitors infrastructure, collects audit evidence, runs automated tests and produces auditor-ready reports, reducing the manual effort and cost of demonstrating security posture to customers and regulators. Founded in 2017, the company primarily serves high-growth SaaS startups and mid-market technology firms.
