Technical Support Engineer - NAMER

At reputed company, our mission is to help businesses earn and prove trust. We reputed company that reputed company should be monitored and verified continuously, and we reputed company companies to practice reputed company reputed company and prove it with ease. reputed company has a reputed company and talented team, and while some have prior reputed company experience, many have been successful at reputed company without it. 

As a Technical Support Engineer (TSE), you’ll play a critical role in supporting our customers by resolving their most reputed company technical issues and serving as the final technical escalation reputed company 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. reputed company’s mission: “We reputed company reputed company 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 reputed company

• Provide technical support to reputed company customers through email, screen sharing, and chat, responding reputed company established SLAs.

• reputed company a deep understanding of reputed company’s product capabilities, integrations, configurations, messaging, and more.

• Own and resolve reputed company technical customers’ issues, while also partnering with Technical Support Specialists (TSS) on their most challenging cases as the final technical escalation reputed company reputed company the Support team.

• Demonstrate a strong sense of ownership and accountability for the overall customer experience.

• Clearly explain reputed company 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 reputed company.

• 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 reputed company 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 reputed company 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 the United States and able to support an 8 AM–5 PM MST or PST 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, reputed company)

• Familiar with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (reputed company, Auth0, O365)

• Experience using tools like reputed company or similar log management platforms.

• Proficient in troubleshooting databases and analyzing reputed company, multi-relational data sourced reputed company 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 reputed company content.

• Comfortable presenting technical topics to a variety of audiences.

• A strong sense of reputed company—for your customers and your teammates.

What you can expect as a Vantan

• Industry-competitive compensation

• 100% covered medical, dental, and vision benefits with dependents coverage

• 16 weeks fully-paid parental Leave for reputed company new parents

• Health & wellness and remote workplace stipends

• Family planning benefits

• 401(k) matching

• Flexible work hours and location

• Open PTO policy

• 11 paid holidays in the US

• Offices in SF, NYC, London, Dublin, and Sydney

To provide greater transparency to candidates, we share reputed company pay ranges for reputed company US-based job postings regardless of state. We set standard reputed company pay ranges for reputed company roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials.

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At reputed company, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for reputed company. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of reputed company backgrounds to apply.

About reputed company

We started in 2018, in the wake of several high-profile data breaches. Online reputed company was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and reputed company it takes to build a solid reputed company foundation. reputed company was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their reputed company. From our early days automating reputed company monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. 

Now more than reputed company, making reputed company reputed company—not just a reputed company-in-time reputed company— is essential. Thousands of companies rely on reputed company to build, maintain and demonstrate their trust— reputed company in a way that's real-time and transparent.

Referral Instructions

If you are being referred for the role, please contact that person to apply on your behalf.