Technical Support Engineer - Remote

Overview

As a Technical Support Engineer (TSE) at Vanta, you’ll play a critical role in supporting our customers by resolving their most complex technical issues and serving as the final technical escalation point for our Technical Support Specialists (TSS).

In Short

• Provide technical support to Vanta customers through email, screen sharing, and chat.
• Develop a deep understanding of Vanta’s product capabilities and integrations.
• Own and resolve complex technical customer issues.
• Explain complex solutions to customers and document them.
• Problem-solve and troubleshoot in a repeatable manner.
• Create reproducible test cases and collaborate with Product and Engineering.
• Validate and escalate bugs to Engineering.
• Contribute to internal and customer-facing documentation.
• Participate in troubleshooting sessions and team meetings.
• Share knowledge with the broader team.

Requirements

• 4+ years of technical support experience in a SaaS/Tech environment.
• 2+ years in a Tier 3 or Tier 4 technical support role.
• Located in the USA and able to support an 8 AM–5 PM PT schedule.
• Strong troubleshooting experience with cloud providers (AWS, Azure, GCP).
• Hands-on experience with cloud platforms and operating systems.
• Solid understanding of APIs and networking fundamentals.
• Familiar with relational and document databases.
• Familiar with IAM protocols and Identity Providers.
• Experience using log management platforms.
• Excellent communication skills.

Benefits

• Industry-competitive compensation.
• 100% covered medical, dental, and vision benefits.
• 16 weeks fully-paid parental leave for all new parents.
• Health & wellness and remote workplace stipends.
• 401(k) matching.
• Flexible work hours and location.
• Open PTO policy.
• 11 paid holidays in the US.