Technical Support Engineer, Vanta
NAMER
$107-126k
+ Equity
Automated compliance and security provider
Be an early applicant
Automated compliance and security provider
501-1000 employees
Be an early applicant
$107-126k
+ Equity
501-1000 employees
Company mission
To secure the internet and protect consumer data.
Role
Who you are
- 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
- Located in the United States and able to support an 8 AM–5 PM PT schedule, with rotating on-call responsibilities (including rotational weekends and holidays)
- Strong troubleshooting experience with cloud providers (AWS, Azure, GCP)—including monitoring, load balancers, tagging, etc
- Hands-on experience with cloud platforms (AWS, GCP, Azure), operating systems (Windows, macOS, Linux), and cloud application architecture
- Solid understanding of APIs (REST and/or GraphQL) and networking fundamentals
- Familiar with relational databases (SQL) and document databases (NoSQL, MongoDB)
- Familiar with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (Okta, Auth0, O365)
- Experience using tools like Datadog or similar log management platforms
- Proficient in troubleshooting databases and analyzing complex, multi-relational data sourced via APIs
- Excellent communication skills, both written and verbal—you can simplify technical concepts for non-technical audiences
- Proven ability to write clear, concise documentation and knowledge base content
- Comfortable presenting technical topics to a variety of audiences
- A strong sense of empathy—for your customers and your teammates
What the job involves
- 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
- 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 Engineering to improve the platform
- Validate and escalate bugs to Engineering, keeping customers updated on progress
- Contribute to internal and customer-facing documentation, as well as process and workflow improvements
- Actively participate in daily troubleshooting sessions, weekly team meetings, and other team activities
- Proactively share knowledge with the broader team during knowledge-sharing sessions
- Foster a culture of collaboration, transparency, and continuous improvement
Our take
The security auditing process is usually very time-consuming, taking hours to complete, and it is often difficult for start-ups to invest time into such a process. Yet, the benefits of security accreditation are enormous, mainly as many such businesses are working globally and need ways to demonstrate security compliance to one another. Vanta works specifically with start-ups to help them complete and pass security audits such as SOC 2 and ISO 27001.
The company is a compliance portal and security monitoring platform that businesses use to assess their risk levels. Vanta carries out a pre-audit of a company's digital security and highlights areas that need to be worked on before a full analysis of all threats is carried out. Other businesses such as Datadog or PagerDuty offer similar security monitoring services, but Vanta monitors its customers throughout the year, allowing any issues to be identified and addressed early on.
Vanta has found a valuable cybersecurity niche within the giant SaaS market. Companies such as Lattice, Clubhouse, and Calm are all customers, demonstrating a growing trend for companies to manage their cybersecurity proactively, which Vanta should be able to take advantage of to further grow and develop into the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2024
$150m
SERIES C
Sep 2022
$40m
SERIES B
Total funding: $353m
Company benefits
- Health & Wellness: Vanta values the health and well-being of our teammates and offers comprehensive medical, dental, and vision coverage for teammates and dependents. Vanta is excited to provide an additional range of benefits that holistically support your physical, emotional, and financial wellbeing
- Work Your Way: Enjoy a remote-first setup if you're in the US, or go hybrid at our international offices
- Paid Parental Leave: Industry competitive paid parental leave for all parents
- Time Away: Industry competitive and generous PTO policy
- 401K Plan: 401k matching contribution plan
Company HQ
Civic Center, San Francisco, CA
Leadership
Christina Cacioppo
(CEO)Worked in Investment at Union Square Ventures, before becoming a Professor at the School of Visual Arts. Co-founded Nebula Labs, and worked in Product Management at Dropbox.
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