Technical Support Engineer

Stack

Responsibilities

• ▹Provide technical support to Vanta customers via email, screen sharing, and chat, within established SLAs
• ▹Develop a deep understanding of Vanta's product capabilities, integrations, configurations, and messaging
• ▹Own and resolve complex technical customer issues while partnering with Technical Support Specialists as the final technical escalation point
• ▹Clearly explain complex solutions to customers and document them for future use
• ▹Problem-solve and troubleshoot in a repeatable manner, documenting cases in the 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 while keeping customers updated on progress
• ▹Contribute to internal and customer-facing documentation and to process and workflow improvements
• ▹Act as the trusted technical point of contact for Premium Support customers, delivering high-touch, white-glove support
• ▹Actively participate in daily troubleshooting sessions, weekly team meetings, and knowledge-sharing sessions

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 Ireland, able to support an 8 AM-5 PM Irish Standard Time schedule, with rotating on-call responsibilities including weekends and holidays
• ▹Willingness to work hybrid, with a minimum of 2 days per week in office
• ▹Strong troubleshooting experience with cloud providers (AWS, Azure, GCP), including monitoring, load balancers, and tagging
• ▹Hands-on experience with cloud platforms, operating systems (Windows, macOS, Linux), and cloud application architecture
• ▹Solid understanding of REST and/or GraphQL APIs and networking fundamentals
• ▹Familiarity with relational databases (SQL) and document databases (NoSQL, MongoDB)

Soft skills

About the company

Vanta's mission is to help businesses earn and prove trust through continuous security monitoring and verification. Its Corporate Engineering team is the infrastructure layer that keeps more than 1,500 people connected, secure, and moving fast.