Senior Technical Support Engineer – Cloud & Security Remote

Vanta

Dublin

Hybrid

EUR 70,000 - 110,000

Full time

4 days ago

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Benefits offered by this job

Industry-competitive salary and equity

100% medical, dental, vision benefits

16 weeks parental leave

Remote workspace stipend

Job summary

Vanta is seeking a Technical Support Engineer to resolve complex issues and serve as the final escalation point for the Technical Support Specialists. You will partner with Support and Engineering to deliver a best-in-class customer experience, upholding SLAs and driving continuous improvement.

You will own complex customer cases, document solutions, and help improve the platform through collaboration with Product and Engineering.

Qualifications

4+ years of technical support experience in a SaaS/tech environment.
2+ years in a Tier 3 or Tier 4 support role.
Experience supporting Premium Support customers.
Located in Ireland and able to support an 8 AM–5 PM IST schedule with on-call responsibilities.
Willingness to work on a hybrid basis, with a minimum of 2 days per week in office.
Strong troubleshooting with cloud providers (AWS, Azure, GCP).
Hands-on with Windows, macOS, Linux; understanding APIs and databases.

Responsibilities

Provide technical support to customers via email, screen sharing, and chat within SLAs.
Develop deep understanding of product capabilities and configurations.
Own and resolve complex customer issues as final escalation point.
Explain complex solutions clearly and document for future use.
Troubleshoot and document in the Support CRM to identify trends.
Create reproducible test cases and collaborate with Product/Engineering to improve the platform.
Elevate bugs to Engineering and keep customers updated.