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Vanta is seeking a Technical Support Engineer to serve as a senior technical escalation point for its customer support organization. In this role, you'll resolve complex technical issues for SaaS security customers, mentor Technical Support Specialists on challenging cases, and act as a trusted technical advisor for Premium Support accounts. You'll work across email, chat, and screen-sharing channels to diagnose and resolve issues while maintaining strict SLAs.
Key responsibilities include developing deep product expertise across Vanta's security platform and integrations; owning end-to-end resolution of complex customer issues; collaborating with Product and Engineering teams to identify and validate bugs; creating reproducible test cases; and contributing to internal and customer-facing documentation. You'll participate in daily troubleshooting sessions, weekly team meetings, and knowledge-sharing activities, fostering a culture of transparency and continuous improvement.
Required qualifications: 4+ years of technical support in SaaS/Tech environments, with 2+ years in Tier 3/4 support roles. You must have strong hands-on experience with cloud platforms (AWS, GCP, Azure), including monitoring, load balancers, and tagging. Solid understanding of APIs (REST/GraphQL), networking fundamentals, relational and document databases (SQL, MongoDB), and IAM protocols (SAML, OAuth, SCIM) is essential. Experience with log management tools like Datadog, troubleshooting databases, and analyzing complex multi-relational data is required.
You'll be based in Dublin with a hybrid arrangement (minimum 2 days/week in office) and must support an 8 AM–5 PM IST schedule with rotating on-call responsibilities including weekends and holidays. Excellent written and verbal communication skills, ability to simplify technical concepts for non-technical audiences, and strong empathy for customers and teammates are critical. Openness to using AI to amplify skills and improve efficiency is valued.
