Technical Support Engineer NAMER

At Vanta, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

As a Technical Support Engineer (TSE), 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). You’ll collaborate closely with our Support and Engineering teams to ensure we deliver a bestinclass customer experience while meeting our service SLAs.

Our goal is to provide bestinclass Technical Support to our customers. Our team’s mission: “We make complex solutions seem simple, and are leaders in customer education”. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly.

What you’ll do as a Technical Support Engineer at Vanta:

• 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.

• Problemsolve 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 customerfacing documentation, as well as process and workflow improvements.

• Actively participate in daily troubleshooting sessions, weekly team meetings, and other team activities.

• Proactively share knowledge with the broader team during knowledgesharing sessions.

• Foster a culture of collaboration, transparency, and continuous improvement.

• How to be successful in this role:

  • 4+ years of technical support experience in a SaaSTech environment.

  • 2+ years in a Tier 3 or Tier 4 (highest tier) technical support role.

  • Located in the United States and able to support an 8 AM–5 PM PT schedule, with rotating oncall responsibilities (including rotational weekends and holidays).

  • Strong troubleshooting experience with cloud providers (AWS, Azure, GCP)—including monitoring, load balancers, tagging, etc.

  • Handson experience with cloud platforms (AWS, GCP, Azure), operating systems (Windows, macOS, Linux), and cloud application architecture.

  • Solid understanding of APIs (REST andor 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, multirelational data sourced via APIs.

  • Excellent communication skills, both written and verbal—you can simplify technical concepts for nontechnical 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.

  • What you can expect as a Vantan:

    • Industrycompetitive compensation

    • 100% covered medical, dental, and vision benefits with dependents coverage

    • 16 weeks fullypaid parental Leave for all new parents

    • Health & wellness and remote workplace stipends

    • Family planning benefits through Carrot Fertility

    • 401(k) matching

    • Flexible work hours and location

    • Open PTO policy

    • 11 paid holidays in the US

    • Offices in SF, NYC, London, Dublin, and Sydney

    • To provide greater transparency to candidates, we share base pay ranges for all USbased job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similarstage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licensescredentials.

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      At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

      About Vanta

      We started in 2018, in the wake of several highprofile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fastgrowing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security.From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the worlds leading Trust Management Platform, our vision remains unchanged.

      Now more than ever, making security continuous—not just a pointintime check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way thats realtime and transparent.