Support Engineer

• 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

Technical Support Engineer

• Deliver exceptional customer experiences through timely and effective support
• Troubleshoot complex and dynamic customer environments, diagnosing and resolving technical issues
• Maintain clear and consistent communication with external customers and internal teams
• Develop deep expertise in company products and solutions, including customer usage patterns
• Collaborate with Software and Hardware Engineering teams to diagnose issues, propose workarounds, and implement resolutions
• Respond to customer inquiries across chat, phone, and web channels
• Track customer cases meticulously and prioritize them based on classification and urgency
• Provide timely workarounds and resolutions while adhering to service level agreements
• Track and report metrics and pursue continuous improvement
• Participate in an on-call rotation to ensure 24/7 support coverage

• Provide accurate and timely technical information, advice, and assistance regarding the organization's products and services
• Respond to client inquiries, understand technical questions, assess needs, and suggest or promote solutions
• Research and develop proposals for new solutions to technical problems
• Follow up on outstanding issues and maintain up-to-date documentation using databases or computerized systems
• Continue education on the industry, systems, modules, and products to inform clients
• Research and resolve moderately complex client issues within established guidelines
• Transfer knowledge for resolving client and multi-client issues according to the Issue Resolution Methodology
• Clarify impact with clients, conduct internal research, facilitate technical interactions, track issue status, validate corrective actions, and communicate resolutions
• Serve as client contact to resolve issues or define problems for subsequent action
• Participate in calls with technical teams, account management, vendors, and clients
• Update issue-tracking systems and keep clients informed
• Analyze and evaluate client-initiated changes and maintenance requests
• Consult with clients on best practices and conduct internal research
• Perform account maintenance, verify system changes, and ensure accurate outcomes
• Build client relationships through accurate and timely communication
• Establish credibility through knowledge of systems and product functionality
• Understand client business needs and identify opportunities to promote products and services
• Interpret basic technical client issues and project requests
• Assist with root cause analysis and identify required technical changes
• Translate requirements for internal teams and stakeholders
• Advocate for clients within Global Payments while balancing both parties' needs
• Develop functional requirements and specifications for client customization or system changes

Developer Support Specialist

• Provide support across SRA's comprehensive product portfolio, initially focusing on VECTR
• Respond to support tickets involving VECTR deployments, data quality, and system performance
• Support SSO setup and onboarding needs
• Escalate issues to internal engineering or client delivery teams
• Maintain and enhance monitoring tools for client VECTR environments
• Support VECTR infrastructure, including Docker containers and PostgreSQL databases
• Document troubleshooting procedures and common resolutions in an internal knowledge base
• Build and maintain small automation tools or scripts
• Participate in a shared on-call rotation for 24x7 coverage
• Troubleshoot issues directly with customers and gather requirements
• Collaborate with engineering, architecture, and security teams to improve platform reliability
• Maintain cybersecurity awareness while supporting a security operations platform

Product Support Analyst

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
• Represent the customer to ensure serviceability and product quality issues are tracked, prioritised, resolved, and incorporated into the product release cycle
• Assist customers in the installation and deployment of Keeper’s software products
• Track and monitor all support cases to ensure timely resolution and follow-up
• Clearly identify, document, and find solutions for customer issues and product problems
• Escalate critical customer situations to the appropriate level of management and engineering expertise
• Communicate technical issues and solutions to engineering, QA, sales, support teams, and customers
• Perform post-sale technical assistance and resolution analysis for business customers

Systems Support Engineer, EMEA

• Configure new customer accounts, user profiles, sandbox environments, and initial platform integrations following sales handoffs
• Handle customer requests such as adding carriers, updating plans, configuring SSO, and applying custom platform settings
• Manage non-technical administrative queues and respond quickly to clients
• Route complex engineering issues to appropriate technical specialists
• Author and maintain internal setup workflow guides
• Apply prompt engineering, AI tools, and smart workflows to improve productivity and operational efficiency
• Provide timely and accurate responses to customer queries
• Report to the Operations Manager

Technical Support Administrator

• Troubleshoot system and network problems, diagnose and solve hardware/software faults, and escalate to the Head of IT when necessary
• Manage the Glenveagh Active Directory infrastructure and Office 365 application suite
• Install and configure applications and hardware when required
• Design and develop solutions to automate delivery of IT services and solutions
• Build, develop, and maintain comprehensive documentation, diagrams, and written instructions for deployed systems and services
• Monitor and maintain systems, printers, mobile devices, and networks across Glenveagh sites
• Support setup and delivery of IT services on new sites
• Work closely with site resources to ensure IT services are maintained and reliable
• Establish effective working relationships with Glenveagh professionals to deliver reliable, responsive, and high-quality IT services

Junior IT Support Engineer

• Provide day-to-day technical support for the CRM / ITSM system and end user self-service portal environments
• Manage and escalate incidents and service requests with a third-party vendor
• Investigate and troubleshoot system issues, providing resolution or coordinating fixes with the vendor
• Coordinate and manage access requests in line with access control policies
• Analyse and translate business requirements into CRM system designs and solutions, including workflows, data structures, fields, values and system functionality
• Develop process flows, system designs and mock-ups to illustrate proposed workflows, user interactions and screen layouts
• Lead and participate in UAT for system changes and enhancements; devise test scripts and document outcomes
• Participate in system updates and new implementations
• Communicate with internal stakeholders regarding system updates, known issues and testing activities
• Ensure data integrity and quality within the CRM system
• Respond to common system and user support queries
• Develop and maintain user support materials, including Knowledge Base Articles and internal documentation
• Attend meetings with internal teams and external vendors related to CRM/portal performance and improvements
• Support continuous improvement of the CRM and portal experience
• Provide other support tasks as deemed appropriate by SAP Centre of Excellence management

Support Engineer jobs in Ireland

Technical Support Engineer

Technical Support Engineer

Developer Support Specialist

Product Support Analyst

Systems Support Engineer, EMEA

Technical Support Administrator

Junior IT Support Engineer

Technical Analyst