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Vanta

Vanta is the leading trust management platform that helps simplify & centralize security for organizations of all sizes.

Technical Support Engineer

Support EngineerSupport EngineerFull TimeRemoteSeniorTeam 201-500Since 2018H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

65 days ago

Salary

$107K - $126K / year

Seniority

Senior

Job Description

Technical Support Engineer

Vanta

• 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, 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.

Job Requirements

  • 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 the United States and able to support an 8 AM–5 PM MST or PST schedule, with rotating on-call responsibilities (including rotational weekends and holidays).
  • 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.

Benefits

  • 100% covered medical, dental, and vision benefits with dependents coverage
  • 16 weeks fully-paid parental Leave for all new parents
  • Health & wellness and remote workplace stipends
  • Family planning benefits
  • 401(k) matching
  • Flexible work hours and location
  • Open PTO policy
  • 11 paid holidays in the US

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