Technical Support Engineer

🕒 Maio 13

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $107.000 - $126.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Vanta

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2018

📋 Conformidade

🔐 Segurança

☁️ SaaS

💰 $40.000.000 Series B em 2022-10

Compliance • Security • SaaS

A Vanta é uma plataforma de gerenciamento de confiança que simplifica fluxos de trabalho de conformidade e aprimora programas de segurança para empresas. Ao alavancar a automação, a Vanta ajuda as empresas a alcançarem e manterem conformidade com estruturas como SOC 2, ISO 27001 e GDPR. Ela oferece soluções para empresas de todos os tamanhos, desde startups até grandes corporações, garantindo segurança e conformidade em escala. Com integrações com mais de 375 ferramentas, a Vanta utiliza IA para simplificar tarefas como automação de questionários e gestão de risco de fornecedores. A Vanta capacita prestadores de serviço e auditores a oferecer experiências eficientes e satisfatórias, ajudando as empresas a construírem confiança com seus clientes e parceiros.

Descrição

• 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.

🎯 Requisitos

• 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 • 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.

🏖️ Benefícios

• 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