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). You'll collaborate closely with our Support and Engineering teams to ensure we deliver a best-in-class customer experience while meeting our service SLAs.
Our goal is to provide best-in-class Technical Support to our customers. Our team's mission: "We make complex solutions seem simple, and are leaders in customer education". We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly.
What you'll do as a Technical Support Engineer at 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.
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 the United States and able to support an 8 AM-5 PM EST 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.
What you can expect as a Vantan:- Industry-competitive compensation
- 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
- Offices in SF, NYC, London, Dublin, and Sydney
To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials.
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Referral InstructionsIf you are being referred for the role, please contact that person to apply on your behalf.
