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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive technical support experience in a SaaS environment, with strong troubleshooting skills for cloud providers and a solid understanding of APIs and databases. Capable of delivering high-touch support while effectively communicating complex solutions to diverse audiences.
Highest-signal resume keywords
Technical Support ExperienceCloud Provider TroubleshootingAWS, GCP, Azure ProficiencyREST and GraphQL API KnowledgeDocumentation and Knowledge Base Creation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingCloud Application ArchitectureRelational Databases (SQL)Document Databases (NoSQL, MongoDB)IAM Protocols (SAML, OAuth, SCIM)Log Management (Datadog)API AnalysisNetworking FundamentalsCustomer Experience Management
Soft Skills
Excellent CommunicationEmpathyCollaborationProblem-SolvingKnowledge Sharing
Tools & Technologies
AWSGCPAzureWindowsMacOSLinuxOktaAuth0O365Support CRM
Industry Keywords
SaaSTechnical SupportPremium SupportCloud ComputingCustomer Experience
Tech Stack
Tools & technologiesAWSAzureCloudGoogle Cloud PlatformGraphQLLinuxMacOSMongoDBNoSQLSQL
About the role
Key responsibilities & impact- Provide technical support to Vanta customers through email, screen sharing, and chat while responding within established SLAs
- Develop a deep understanding of Vanta’s product capabilities, integrations, configurations, and messaging
- Own and resolve complex technical customer issues
- Partner with Technical Support Specialists on challenging cases as the final technical escalation point within the Support team
- Maintain ownership and accountability for the overall customer experience
- Explain complex solutions clearly to customers and document them for future use
- Troubleshoot systematically and document cases in the Support CRM to identify trends
- Create reproducible test cases and collaborate with Product and Engineering to improve the platform
- Validate and escalate bugs to Engineering while keeping customers updated
- Contribute to internal and customer-facing documentation and improve processes and workflows
- Participate in daily troubleshooting sessions, weekly team meetings, and other team activities
- Serve as the trusted technical point of contact for assigned Premium Support customers
- Deliver high-touch, white-glove support and meet enhanced SLA requirements
- Share knowledge with the broader team during knowledge-sharing sessions
- Foster collaboration, transparency, and continuous improvement
Requirements
What you’ll need- 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
- 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, and tagging
- Hands-on experience with AWS, GCP, Azure, Windows, macOS, Linux, and cloud application architecture
- Solid understanding of REST and/or GraphQL APIs and networking fundamentals
- Familiarity with relational databases (SQL) and document databases (NoSQL, MongoDB)
- Familiarity with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (Okta, Auth0, O365)
- Experience using Datadog or similar log management platforms
- Proficiency in troubleshooting databases and analyzing complex, multi-relational data sourced via APIs
- Excellent written and verbal communication skills, including simplifying technical concepts for non-technical audiences
- Proven ability to write clear, concise documentation and knowledge base content
- Comfortable presenting technical topics to a variety of audiences
- Strong sense of empathy for customers and teammates
- Openness to using AI responsibly to improve efficiency and impact
Benefits
Comp & perks- Industry-competitive salary and equity
- 100% covered medical, dental, and vision benefits with dependents coverage
- 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
- 25 days of Annual Leave per year
- 11 company-paid holidays
- Virtual team building activities, lunch and learns, and other company-wide events