Technical Support Engineer

About the Role

At Vanta, our mission is to help businesses earn and prove trust. 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 best-in-class customer experience while meeting our service SLAs. Our goal is to provide best-in-class 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 https://www.vanta.com/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. - Problem-solve and troubleshoot in a repeatable manner, documenting in our Support CRM to help identify trends. - Create reproducible test cases and collaborate with Product and

Key Responsibilities

• 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.
• Problem-solve and troubleshoot in a repeatable manner, documenting in our Support CRM to help identify trends.

Requirements & Qualifications

• Strong problem solving foundations, knowledge of modern engineering practices, and interest in technology systems.

Perks & Benefits

• Official mentor support
• verified hiring timeline
• and career progression.