Senior Integrations Support Engineer

Vanta is a company dedicated to helping businesses earn and prove trust through continuous security monitoring. As a Senior Integrations Support Engineer, you will lead the Integrations Support squad in managing complex technical integration issues, collaborating with Customer Success and Engineering to enhance customer support and operational processes.

Responsibilities:

• Own the support experience for our most complex integration tickets, setting the quality bar, and coaching the team on troubleshooting best practices
• Serve as a primary escalation point for the integrations support squad, participating in on-call and acting as the incident commander who drives complex issues to resolution
• Lead root cause analysis and technical debugging for production issues across our integrations platform by diving into application logs, troubleshooting REST and GraphQL APIs, and investigating cloud infrastructure issues across environments
• Own operational excellence for the integrations support squad by monitoring key performance metrics (ticket lead time, resolution rates), leading incident retrospectives to identify systemic issues, and driving continuous process improvements that reduce escalation volume and improve platform stability
• Build and maintain internal knowledge bases, troubleshooting runbooks, and documentation that enable the broader support team to resolve common integration issues independently, reducing escalation volume and accelerating time-to-resolution
• Act as a bridge between support and software engineering, building deep domain knowledge on integrations and customer environments to drive platform improvements
• Act as the technical bridge between support and Customer Success, providing clear, proactive updates on incident status, impact, and resolution timelines so CSMs can keep customers informed and confident throughout complex escalations
• Surface patterns and pain points from support tickets back to Engineering and Product to inform technical strategy and roadmap priorities

Requirements:

• 5+ years of technical support experience in software engineering, with at least 2+ years supporting enterprise customers through complex integrations, authentication issues, or platform-level troubleshooting
• Strong engineering fundamentals, including experience in modern frameworks and tooling (TypeScript, React, Node.js)
• Experience building and maintaining robust systems at scale. Comfortable thinking about growth, reliability, and supporting systems that can handle increasing complexity
• Deep troubleshooting and debugging skills; comfortable reading logs, working with APIs (REST, GraphQL), and identifying root causes in distributed systems
• Hands-on experience with cloud platforms (AWS, GCP, Azure), integrations, and SaaS application architecture, including familiarity with task management/version control platforms (Jira, GitHub, Linear), monitoring tools (Datadog), and ticketing systems (Intercom, Zendesk)
• Strong technical communication skills; able to explain complex technical issues clearly to both engineering teams and non-technical stakeholders
• An automation and tooling mindset with the proven ability to identify manual processes and build scalable automation solutions that reduce operational burden
• Ability to execute projects efficiently, contribute to technical direction as an individual contributor, and lead cross-functional initiatives when given the opportunity
• Experience partnering with Support, Product, and Engineering teams to drive initiatives that improve the customer experience
• Comfortable working in a fast-paced, high-growth startup environment with ambiguity and evolving priorities
• Authorized to work in the United States without the need for employer sponsorship
• Preferably proficient in Spanish, as the role involves regular communication and collaboration with our Spanish-speaking teams and partners
• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact