[Remote] Technical Support Engineer - NAMER at Vanta

United States

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$107,000 – $126,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Internet, Data Security, CybersecurityIndustries

Requirements

Candidates must have 4+ years of technical support experience in a SaaS/Tech environment, with at least 2 years in a Tier 3 or Tier 4 role. They should be located in the United States, available to work an 8 AM-5 PM PT schedule with rotating on-call duties, and possess strong troubleshooting experience with cloud providers (AWS, Azure, GCP). Hands-on experience with cloud platforms, operating systems (Windows, macOS, Linux), cloud application architecture, APIs (REST/GraphQL), networking fundamentals, relational databases (SQL), document databases (NoSQL/MongoDB), IAM protocols (SAML, OAuth, SCIM), Identity Providers (Okta, Auth0, O365), and log management platforms like Datadog is required. Excellent written and verbal communication skills, the ability to simplify technical concepts, and experience writing documentation are also essential.

Responsibilities

The Technical Support Engineer will provide technical support to Vanta customers via email, screen sharing, and chat, adhering to established SLAs. They will develop a deep understanding of Vanta's product, own and resolve complex technical customer issues, and act as the final technical escalation point for Support Specialists. Responsibilities include collaborating with Support and Engineering teams, explaining complex solutions clearly, documenting solutions for future use, troubleshooting and documenting issues in the Support CRM, creating test cases, validating and escalating bugs to Engineering, and contributing to internal and customer-facing documentation. The role also involves participating in troubleshooting sessions, team meetings, knowledge-sharing sessions, and fostering a collaborative team culture.

Skills

Technical Support

Customer Service

Troubleshooting

Problem-Solving

Product Knowledge

Documentation

Customer Education

CRM

SLA Management

Vanta

Automates SOC 2 compliance for businesses

About Vanta

Vanta simplifies the process of obtaining and maintaining SOC 2 certification, which is essential for organizations that manage sensitive customer data. The company offers a software-as-a-service (SaaS) platform that automates numerous checks to ensure that security controls are effective and compliant with industry standards. This automation helps small to medium-sized enterprises (SMEs) and tech companies monitor risks and vulnerabilities continuously, significantly reducing the time and cost associated with achieving SOC 2 compliance. Vanta's subscription-based model provides clients with a more efficient and cost-effective way to maintain compliance compared to traditional methods. The goal of Vanta is to transform the compliance process, allowing organizations to focus on their core operations while enhancing their security posture.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$343.4MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees