Key skills
Technical SupportSaaS EnvironmentTier 3 Technical SupportTier 4 Technical SupportPremium SupportCloud Providers - AWSCloud Providers - AzureCloud Providers - GCPOperating Systems - WindowsOperating Systems - macOSOperating Systems - LinuxCloud Application ArchitectureAPIs - RESTAPIs - GraphQLNetworking FundamentalsRelational Databases - SQLDocument Databases - NoSQLDocument Databases - MongoDBIAM Protocols - SAMLIAM Protocols - OAuthIAM Protocols - SCIMIdentity Providers - OktaIdentity Providers - Auth0Identity Providers - O365Log Management Tools - DatadogEmpathySQLNoSQLGraphQLAWSAzureGCPIAMMongoDBOAuthAuth0OktaSAMLDatadogSaaSCRMCommunicationCollaboration
About this role
Vanta is a company dedicated to helping businesses earn and prove trust through continuous security monitoring. The Technical Support Engineer will provide critical support to customers by resolving complex technical issues and collaborating with support and engineering teams to enhance the customer experience.
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 MST or PST 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