Vanta13 days ago
Технический специалист по поддержке
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Полная занятостьУдалёнка
Responsibilities
- 01Provide technical support to Vanta customers through email, screen sharing, and chat, responding within established SLAs
- 02Develop a deep understanding of Vanta’s product capabilities, integrations, configurations, messaging, and more
- 03Own 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
- 04Clearly explain complex solutions to customers and document them for future use
- 05Problem-solve and troubleshoot in a repeatable manner, documenting in our Support CRM to help identify trends
- 06Create reproducible test cases and collaborate with Product and Engineering to improve the platform
- 07Validate and escalate bugs to Engineering, keeping customers updated on progress
- 08Contribute to internal and customer-facing documentation, as well as process and workflow improvements
- 09Actively participate in daily troubleshooting sessions, weekly team meetings, and other team activities
- 10Act 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
- 11Proactively share knowledge with the broader team during knowledge-sharing sessions
- 12Foster a culture of collaboration, transparency, and continuous improvement
Requirements
- 014+ years of technical support experience in a SaaS/Tech environment
- 022+ years in a Tier 3 or Tier 4 (highest tier) technical support role
- 03Experience supporting Premium Support customers
- 04Located 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)
- 05Willingness to work on a hybrid basis, with a minimum of 2 days per week in office
- 06Strong troubleshooting experience with cloud providers (AWS, Azure, GCP)—including monitoring, load balancers, tagging, etc
- 07Hands-on experience with cloud platforms (AWS, GCP, Azure), operating systems (Windows, macOS, Linux), and cloud application architecture
- 08Solid understanding of APIs (REST and/or GraphQL) and networking fundamentals
- 09Familiar with relational databases (SQL) and document databases (NoSQL, MongoDB)
- 10Familiar with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (Okta, Auth0, O365)
- 11Experience using tools like Datadog or similar log management platforms
- 12Proficient in troubleshooting databases and analyzing complex, multi-relational data sourced via APIs
- 13Excellent communication skills, both written and verbal—you can simplify technical concepts for non-technical audiences
- 14Proven ability to write clear, concise documentation and knowledge base content
- 15Comfortable presenting technical topics to a variety of audiences
- 16A strong sense of empathy—for your customers and your teammates
- 17Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact
What we offer
- 01Industry-competitive salary and equity
- 02100% covered medical, dental, and vision benefits with dependents coverage
- 0316 weeks paid Parental Leave for all new parents
- 04Health & wellness stipend
- 05Remote workspace, internet, and mobile phone stipend
- 06Commuter benefits, including bike to work scheme and tax commuter ticket scheme
- 07Pension matching
- 0825 days of Annual Leave per year
- 0911 company-paid holidays
- 10Virtual team building activities, lunch and learns, and other company-wide events
- 11Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney
- 12Hybrid work model