Senior Technical Support Engineer — SaaS & Premium Support

Vanta; Dublin; Hybrid; EUR 80,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Remote workspace stipend

Equity

Parental leave

Annual leave

Job summary

Vanta in Ireland is seeking a Technical Support Engineer to resolve complex issues and act as the final escalation point for the Support team. You will collaborate with Support and Engineering to meet SLAs and deliver a best-in-class customer experience.

The role requires 4+ years in SaaS tech support, 2+ years at Tier 3/4 level, strong cloud/troubleshooting skills (AWS, GCP, Azure), APIs, databases, and experience with Datadog.

Qualifications

• 4+ years of technical support experience in a SaaS/Tech environment.
• 2+ years in a Tier 3 or Tier 4 (highest tier) technical support role.
• Experience supporting Premium Support customers.
• Located in Ireland and able to support an 8 AM–5 PM Irish Standard Time schedule, with rotating on-call responsibilities (including rotational weekends and holidays).
• Willingness to work on a hybrid basis, with a minimum of 2 days per week in office.

Responsibilities

• Provide technical support to customers via email, screen sharing, and chat within SLAs.
• Develop a deep understanding of product capabilities, integrations, configurations, and messaging.
• Own and resolve complex customer issues, partnering with TSS as the final escalation point.
• Explain complex solutions clearly and document them for future use.
• Troubleshoot and document in the Support CRM to identify trends and improve processes.
• Create reproducible test cases and collaborate with Product/Engineering to improve the platform.
• Elevate bugs to Engineering and keep customers updated on progress.
• Contribute to internal and customer-facing documentation and workflows.

Skills

SaaS support

Tier 3/4 support

Premium Support

Cloud platforms

APIs (REST/GraphQL)

Datadog

Documentation

Customer communication

Hybrid work

Tools

Datadog

Support CRM

Job description

Vanta in Ireland is seeking a Technical Support Engineer to resolve complex issues and act as the final escalation point for the Support team. You will collaborate with Support and Engineering to meet SLAs and deliver a best-in-class customer experience.

The role requires 4+ years in SaaS tech support, 2+ years at Tier 3/4 level, strong cloud/troubleshooting skills (AWS, GCP, Azure), APIs, databases, and experience with Datadog.