Technical Support Engineer providing Level 1 & 2 support to clients and colleagues in after - sales phases. Responsible for problem resolution, customer satisfaction, and support requests follow - up.
About the role
- Technical Support Engineer at Vanta providing technical assistance and solutions to customer inquiries. Collaborating with teams to enhance customer satisfaction and service delivery.
Responsibilities
- 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
- Located in the United States and able to support an 8 AM–5 PM PT 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 paid parental leave for all new parents (birthing, non-birthing, and adoptive)
- Health & wellness stipend
- Remote workspace, internet and mobile phone stipend
- Commuter benefits, including bike to work scheme and tax commuter ticket scheme
- Pension matching
- 10 company paid holidays plus 25 days of PTO per year
- Virtual team building activities, lunch and learns, and other company-wide events!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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