Technical Support Engineer

🕒 May 13

🇺🇸 United States – Remote

💵 $107k - $126k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Vanta

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

📋 Compliance

🔐 Security

☁️ SaaS

💰 $40M Series B on 2022-10

Compliance • Security • SaaS

Vanta is a trust management platform that streamlines compliance workflows and enhances security programs for businesses. By leveraging automation, Vanta helps companies achieve and maintain compliance with frameworks like SOC 2, ISO 27001, and GDPR. It offers solutions for companies of all sizes, from startups to enterprises, ensuring security and compliance at scale. With integrations with over 375 tools, Vanta leverages AI to simplify tasks such as questionnaire automation and vendor risk management. Vanta empowers service providers and auditors to deliver efficient and satisfactory experiences, helping businesses build trust with their clients and partners.

📋 Description

• 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.

🎯 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 • 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