Vanta

More roles at Vanta

Technical Support Engineer

Hybrid

Part remote, part office, you need to live within commuting distance of a named location.

Hybrid · Dublin, Ireland

Employer listed it 4 weeks ago · Added 4 weeks ago

Been open since 4 weeks ago, still being checked, but it has been live a while.

Salary

Not stated

Location

Hybrid · Dublin, Ireland

Timezone

Not stated

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: 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).
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: Industry-competitive salary and equity

Remote flexibility

Hybrid

This role is only partly remote, the employer expects time in the office around Dublin, Ireland, Hybrid, so you need to live within commuting distance.

What the employer says

Source listing states candidate location: "Dublin, Ireland, Hybrid"
Listing mentions "Hybrid" and 2 days per week in the office

What Nomaders makes of it

Not suitable if you plan to move between countries

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Questions worth asking: Nomaders interpretation

This role involves office time, but the advert does not say how often. Ask how many days a week are expected on site.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

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 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 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.

Act as the trusted technical point of contact for assigned Premium Support customers, delivering high-touch, white-glove support and ensuring adherence to enhanced SLA requirements.

Proactively share knowledge with the broader team during knowledge-sharing sessions.

Foster a culture of collaboration, transparency, and continuous improvement.

How to be successful in this role:

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.

Strong troubleshooting experience with cloud providers (AWS, Azure, GCP)—including monitoring, load balancers, tagging, etc.

Requirements

The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.

Benefits

·16 weeks paid Parental Leave for all new parents
·Health & wellness stipend
·Remote workspace, internet, and mobile phone stipend
·Commuter benefits, including bike to work scheme and tax commuter ticket scheme
·Pension matching

How to apply

1Check the flexibility label above, hybrid, matches where you plan to live and work.
2Tailor your CV to the role at Vanta, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 28d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.