Technical Support Engineer

📋 Description

• • As a Technical Support Engineer (TSE), you’ll play a critical role in supporting our customers by resolving their most complex technical issues and serving as the final technical escalation point for our Technical Support Specialists (TSS).
• • Collaborate closely with our Support and Engineering teams to ensure we deliver a best-in-class customer experience while meeting our service SLAs.
• • Develop a deep understanding of Vanta’s product capabilities, integrations, configurations, messaging, and more.
• • Own and resolve complex technical customers’ issues, while also partnering with Technical Support Specialists (TSS) on their most challenging cases as the final technical escalation point within the Support team.
• • 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 our Support CRM to help identify trends.
• • 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, white-glove support and ensuring adherence to enhanced SLA requirements.
• • Proactively share knowledge with the broader team during knowledge-sharing sessions.
• • Foster a culture of collaboration, transparency, and continuous improvement.
• • How to be successful in this role:
• • 4+ years of technical support experience in a SaaS/Tech environment.
• • 2+ years in a Tier 3 or Tier 4 (highest tier) technical support role.
• • Experience supporting Premium Support customers
• • Located in Ireland and able to support an 8 AM–5 PM Irish Standard Time schedule, with rotating on-call responsibilities (including rotational weekends and holidays).
• • 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)—including monitoring, load balancers, tagging, etc.
• • Hands-on experience with cloud platforms (AWS, GCP, Azure), operating systems (Windows, macOS, Linux), and cloud application architecture.
• • Solid understanding of APIs (REST and/or GraphQL) and networking fundamentals.
• • Familiar with relational databases (SQL) and document databases (NoSQL, MongoDB)
• • Familiar with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (Okta, Auth0, O365)
• • Experience using tools like Datadog or similar log management platforms.
• • Proficient in troubleshooting databases and analyzing complex, multi-relational data sourced via APIs.
• • Excellent communication skills, both written and verbal—you can simplify technical concepts for non-technical audiences.
• • Proven ability to write clear, concise documentation and knowledge base content.
• • Comfortable presenting technical topics to a variety of audiences.
• • A strong sense of empathy—for your customers and your teammates.
• • Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.
• • What you can expect as a Vanta’n:
• • 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!
• • Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney