Technical Support Engineer

About Vantage
Vantage is a cloud cost visibility and optimization platform, alternatively known as a FinOps platform.
We help companies of all sizes manage their cloud infrastructure costs:
everything from individual developers all the way up to multiple Fortune 500 customers.
Our co-founders are industry veterans who have been former infrastructure engineers and product managers at DigitalOcean and AWS.
As we transition to the growth phase of the business, it's likely our team size will at least double by the end of 2025.
Our current customers include Square, Aflac, PBS, FanDuel, Compass, PlanetScale, Starburst, Vercel, and many more.
Vantage has raised $25M in total venture capital, most recently a $21M Series A financing round in March of 2023.
Our investors include outstanding, top-tier investors including Andreessen Horowitz, Scale Venture Partners, Matthew Prince (Co-Founder & CEO, Cloudflare), Calvin French Owen (Co-Founder, Segment), Ben and Moisey Uretsky (Co-Founders, DigitalOcean), Stephanie and Nat Friedman (CEO, Github), Julia Lipton, Brianne Kimmel and others.
About the Role :

As a Technical Support Engineer you will be embedded within the Engineering department and operate in an environment where Support and Engineering meet.
In the space of a day, you might be doing behind the scenes work of troubleshooting performance problems, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue.
You'd equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes
This role requires working out of our office in Manhattan a few days a week.
What You'll Do :

Collaborate with our Product, Engineering, Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
Create and update documentation based on customer interactions
Participate in regular rotations for weekday and weekend on-call coverage providing emergency support to our customers
Working closely with Engineering, you will develop best practices and tools for diagnosing issues and optimizing the service for performance
Initially Support customers and resolve their issues via support tickets, merge requests, email and video conferencing
Transition to working with assigned accounts, becoming familiar with their environments and business to provide an enhanced support experience
What We're Looking For :


1 - 2 years of industry experience in a technical support or software engineering capacity
Experience in and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution
Ability to use scripting languages (preferably Ruby, Python or Javascript), and MVC frameworks (preferably Ruby on Rails)
Experience building trust with customers and bringing issues to resolution quickly
Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
Experience supporting a cloud service in production
Knowledge of AWS, GCP, or Azure
A kind person

Pay & Benefits
The estimated annual US base salary range for this role is $110,000 - $125,000.
This salary range may be inclusive of several career levels and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location.
Additional benefits for this role may include:
equity, 401(k) plan; medical, dental, and vision benefits; and education stipends.