Technical Support Engineer - EMEA

Vanta, Inc.

Job Overview

Location

Los Angeles, Ireland

Job Type

Full-time

Full Job Description

📋 Description

• Vanta is seeking a highly skilled and motivated Technical Support Engineer (TSE) to join our growing team in Dublin, Ireland. In this pivotal role, you will be the frontline of defense for our customers, tackling their most intricate technical challenges and acting as the ultimate technical escalation point for our Technical Support Specialists (TSS). Your expertise will be instrumental in ensuring Vanta delivers a world-class customer experience, consistently meeting and exceeding our stringent Service Level Agreements (SLAs).
• Our overarching mission at Vanta is to empower businesses to earn and prove trust. We fundamentally believe that robust security should be a continuous process, not a one-time event. Vanta provides companies with the tools and support they need to practice superior security and demonstrate it with unparalleled ease. You will be joining a team characterized by its kindness and talent, where prior security experience is not a prerequisite for success; many of our most effective team members have joined Vanta without it, demonstrating our commitment to fostering growth and development.
• As a TSE, you will dive deep into the intricacies of Vanta's product suite, developing an expert-level understanding of its capabilities, diverse integrations, complex configurations, and nuanced messaging. This deep product knowledge will enable you to provide comprehensive technical support to our valued customers via email, screen sharing, and chat, ensuring timely responses that align with our established SLAs.
• You will take full ownership of resolving complex technical issues, demonstrating a proactive and solution-oriented approach. Furthermore, you will serve as a critical resource for our Technical Support Specialists, providing guidance and expertise on their most challenging cases, thereby reinforcing our commitment to a unified and highly competent support structure.
• A strong sense of ownership and accountability for the entire customer journey is paramount. You will be expected to not only resolve issues but also to anticipate customer needs and proactively communicate solutions and updates, fostering a relationship built on trust and transparency. This commitment extends to clearly articulating complex technical solutions in a manner that is easily understood by customers, regardless of their technical background.
• To ensure scalability and continuous improvement, you will meticulously document your troubleshooting processes and findings within our Support CRM. This diligent documentation will be crucial in identifying recurring issues, spotting trends, and informing product development. Your ability to create reproducible test cases will be vital in collaborating effectively with our Product and Engineering teams, directly contributing to the enhancement and refinement of the Vanta platform.
• You will play a key role in the bug lifecycle, validating and escalating identified bugs to the Engineering team, while diligently keeping customers informed about the progress of their resolutions. Your contributions will also extend to enhancing our knowledge base, creating both internal and customer-facing documentation, and actively participating in the refinement of support processes and workflows.
• Collaboration is at the heart of our support philosophy. You will actively engage in daily troubleshooting sessions, weekly team meetings, and various other team-building activities designed to foster a cohesive and high-performing unit. For our designated Premium Support customers, you will act as their dedicated, trusted technical point of contact, delivering a high-touch, white-glove service experience and ensuring strict adherence to their specific, enhanced SLA requirements.
• Knowledge sharing is a cornerstone of our team's growth. You will proactively share your expertise and insights with the broader team during dedicated knowledge-sharing sessions, contributing to a culture of collective learning and development. Ultimately, you will help foster an environment of collaboration, transparency, and relentless continuous improvement, ensuring Vanta remains at the forefront of customer support excellence.

🎯 Requirements

• Minimum of 4 years of progressive technical support experience within a SaaS or technology-focused environment.
• At least 2 years of experience specifically in a Tier 3 or Tier 4 (highest tier) technical support role, demonstrating a proven ability to handle complex and escalated issues.
• Demonstrated experience in supporting Premium or Enterprise-level customers, understanding the nuances of high-touch service delivery and stringent SLA adherence.
• Strong troubleshooting expertise with major cloud providers such as AWS, Azure, or GCP, including practical experience with monitoring tools, load balancers, and resource tagging strategies.
• Hands-on experience with cloud platforms (AWS, GCP, Azure), various operating systems (Windows, macOS, Linux), and a solid grasp of cloud application architecture principles.
• Solid understanding of API concepts, particularly REST and/or GraphQL, and a strong foundation in networking fundamentals.
• Familiarity with relational databases (SQL) and NoSQL databases (e.g., MongoDB), including the ability to query and analyze data.
• Working knowledge of Identity and Access Management (IAM) protocols such as SAML, OAuth, and SCIM, along with experience with Identity Providers like Okta, Auth0, or Microsoft 365.
• Proficiency in using log management and monitoring tools, such as Datadog or similar platforms, for issue diagnosis.
• Excellent written and verbal communication skills, with a proven ability to simplify complex technical concepts for both technical and non-technical audiences.
• A demonstrable ability to write clear, concise, and accurate technical documentation, including knowledge base articles and troubleshooting guides.
• A strong sense of empathy, applied consistently towards both customers and colleagues, fostering positive and productive relationships.

🏖️ Benefits

• Industry-competitive salary and equity package, reflecting your skills and experience.
• Comprehensive health benefits, including 100% coverage for medical, dental, and vision insurance, with extended coverage for dependents.
• Generous paid parental leave policy, offering 16 weeks for all new parents (birthing, non-birthing, and adoptive).
• A dedicated health and wellness stipend to support your personal well-being.
• Support for a remote workspace, including stipends for internet and mobile phone expenses.
• Commuter benefits designed to ease your daily commute, potentially including bike-to-work schemes and tax-advantaged commuter ticket options.
• Pension matching contributions to help secure your financial future.
• A generous annual leave allowance, comprising 10 company-paid holidays and 25 days of Paid Time Off (PTO) per year.
• Opportunities for professional development and team bonding through virtual team-building activities, lunch and learns, and company-wide events.

Skills & Technologies

MongoDB

AWS

Azure

GCP

Linux

Remote

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Vanta, Inc.

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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.

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