Technical Support Engineer - EMEA

• Provide technical support to Vanta customers through email, screen sharing, and chat, responding within established SLAs. • Develop a deep understanding of Vanta’s product capabilities, integrations, configurations, messaging, and more. • Own and resolve complex technical customers’ issues as the final escalation point within the Support team. • Clearly explain complex 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 while keeping customers updated on progress. • 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. • Serve as the trusted technical point of contact for assigned Premium Support customers delivering high-touch support within enhanced SLA requirements. • Proactively share knowledge with the broader team during knowledge-sharing sessions.