Technical Support Engineer - NAMER

Vanta is a company dedicated to helping businesses earn and prove trust through continuous security monitoring. As a Technical Support Engineer, you will support customers by resolving complex technical issues and collaborating with support and engineering teams to ensure a high-quality customer experience. 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; 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 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 the United States and able to support an 8 AM–5 PM MST or PST schedule, with rotating on-call Required Skills: Technical Support, SaaS Environment, Tier 3 Technical Support, Tier 4 Technical Support, Premium Support, Cloud Platforms, AWS, Azure, GCP, Operating Systems, Windows, MacOS, Linux, Cloud Application Architecture, APIs, REST APIs, GraphQL, Networking Fundamentals, Relational Databases, SQL, NoSQL, MongoDB, IAM Protocols, SAML, OAuth, SCIM, Identity Providers, Okta, Auth0, O365