Technical Support Engineer - EMEA at Vanta

Role Overview

At Vanta, we're on a mission to help businesses earn and prove trust. We champion the belief that security should be continuously monitored and verified, empowering companies to practice better security and prove it effortlessly. As a Technical Support Engineer (TSE) in our EMEA region, you will be pivotal in supporting our customers by resolving complex technical issues and acting as the ultimate escalation point for our Technical Support Specialists (TSS). You'll collaborate closely with both Support and Engineering teams, ensuring we deliver a best-in-class customer experience while adhering to our service SLAs. Our team’s mission is to simplify complex solutions, becoming leaders in customer education through trust and transparency, reflected in our publicly available Technical Support Metrics.

A Day in the Life

Imagine starting your day by reviewing the most pressing technical support tickets. You'll dive into complex issues, using your expertise in cloud providers and systems to diagnose and resolve problems. You'll engage with customers via email, screen sharing, and chat, providing clear and concise solutions. You'll also collaborate with TSS, guiding them on challenging cases and sharing your knowledge. A significant portion of your day will involve documenting solutions, creating test cases for the Engineering team, and participating in team meetings to improve processes and workflows. For premium support customers, you'll provide high-touch support, ensuring their enhanced SLA requirements are met. Actively sharing knowledge and fostering a collaborative environment is a key part of your daily routine.

Why Dublin, Ireland?

Dublin, Ireland, is a vibrant hub for technology companies, making it an ideal location for Vanta's EMEA Technical Support team. Dublin offers access to a diverse talent pool with strong technical skills and multilingual capabilities. The city's supportive business environment, combined with its central location within Europe, enables Vanta to efficiently serve our growing customer base across the EMEA region. Moreover, Dublin's rich culture and high quality of life make it an attractive destination for professionals looking to advance their careers.

Career Path

The Technical Support Engineer role at Vanta offers a clear path for career advancement. Starting as a TSE, you can grow into a Senior Technical Support Engineer, taking on more complex issues and mentoring junior team members. From there, you can move into a Technical Lead role, overseeing a team of TSEs and driving technical strategy. Another potential path is to transition into a Support Engineering role, working closely with the Engineering team to improve the product and resolve critical issues. Vanta is committed to providing opportunities for professional development and growth, empowering you to reach your full potential.

Salary & Benefits

Vanta offers a competitive salary and benefits package for the Technical Support Engineer role in Dublin, Ireland. While the specific salary range may vary based on experience and qualifications, we strive to provide compensation that is commensurate with market standards and reflects the value you bring to the team. In addition to a competitive salary, Vanta offers comprehensive health, dental, and vision insurance, generous paid time off, a professional development budget, wellness programs, parental leave, commuter benefits, a 401(k) with company match, stock options, flexible work arrangements, and more. We believe in investing in our employees' well-being and providing them with the resources they need to succeed.

Security Culture at Vanta

At Vanta, security isn't just a product; it's ingrained in our culture. We practice what we preach, maintaining the highest standards of security and compliance. As a Technical Support Engineer, you'll be an integral part of this culture, helping our customers understand and implement best practices for security. You'll work with a team of security-conscious professionals who are passionate about protecting data and ensuring trust. Vanta is committed to creating a secure and transparent environment for our employees and customers alike.

How to Apply

If you're a skilled Technical Support Engineer looking for a challenging and rewarding opportunity, we encourage you to apply for the Technical Support Engineer - EMEA role at Vanta. To apply, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and qualifications. We're looking for candidates who are passionate about customer support, technically proficient, and committed to continuous improvement. Join us in our mission to secure the internet and protect consumer data.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Technical Support Engineer at Vanta?

   As a Technical Support Engineer, you will provide technical support to Vanta customers, resolve complex technical issues, collaborate with Support and Engineering teams, document solutions, and contribute to process improvements.

2. What qualifications are required for this role?

   We require 4+ years of technical support experience in a SaaS/Tech environment, 2+ years in a Tier 3 or Tier 4 technical support role, experience supporting Premium Support customers, and strong troubleshooting experience with cloud providers.

3. What is the career path for a Technical Support Engineer at Vanta?

   The career path includes opportunities to grow into a Senior Technical Support Engineer, Technical Lead, or Support Engineer.

4. What benefits does Vanta offer?

   Vanta offers competitive salary, health insurance, paid time off, professional development budget, wellness programs, parental leave, and more.

5. What is the work culture like at Vanta?

   Vanta has a collaborative and supportive work environment with a strong emphasis on security and continuous improvement.

6. What type of issues will I be troubleshooting?

   You will troubleshoot a range of technical issues related to Vanta’s platform, integrations, and configurations, often involving cloud providers like AWS, Azure, and GCP.

7. How does Vanta support professional development?

   Vanta provides a professional development budget, opportunities to attend conferences and training, and mentorship programs to help you grow your skills and advance your career.

8. What tools and technologies will I be using?

   You will be using CRM systems (e.g., Salesforce, Zendesk), scripting languages (e.g., Python, Bash), and cloud computing platforms, along with various troubleshooting and diagnostic tools.

9. Is there an on-call component to this role?

   No. This role does not have on-call responsibilities.

10. How does Vanta ensure customer satisfaction?

    Vanta prioritizes customer satisfaction by providing timely and effective support, fostering trust and transparency, and continuously improving our products and processes.