T2 Support Engineer

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Vantaca just achieved unicorn status with a $1.25B valuation, so it’s safe to say we’re past the "scrappy startup phase." We’re building a category‑defining platform that will transform how an entire industry operates. Here’s the reality of our trajectory:

• Growing 100% year‑over‑year
• Our AI product (HOAi) went from $0 to millions in months
• Backed by Cove Hill Partners and JMI Private Equity
• 6M+ doors on our platform, displacing legacy systems

As a Tier 2 Support Engineer, you will be part of a rapidly growing skilled team focused on continuous learning, process improvement, and problem solving. You will troubleshoot, diagnose, and triage escalated issues, providing an excellent customer experience. Your responsibilities include identifying root causes, delivering mitigating solutions, and escalating issues when necessary.

• Triage issues escalated to Tier 2 Support
• Troubleshoot assigned and escalated issues
• Resolve questions
• Make code fixes to resolve issues

• 10 customer tickets solved per day
• >= 80% First and Next Reply SLA Attainment
• >= 92% CSAT

• Work within Support to automate and simplify processes to work smarter, not harder.
• Take ownership of issues escalated from Customer Support.
• Triage and escrow issues to the CMP engineering Team Lead as necessary.
• Collaborate with Product, Design, and Engineering Team to resolve issues escalated to CMP Engineering Support.
• Troubleshoot C# code with Visual Studio’s debugger.
• Troubleshoot stored procedures within SSMS and resolve or escrow issues as appropriate.
• Run SQL queries to provide clients with exported datasets via Excel or make necessary data adjustments to ensure the proper function of the CMP application and dependent platforms.
• Work with fellow CMP Support Engineers to diagnose and identify code bugs.
• Create, contribute to, or validate documentation on known bugs and processes to promote efficient issue resolution.

• Minimum 2 years of experience as a Support Engineer at a SaaS company.
• Familiarity in C#, .NET, and SQL Server.
• Aptitude in navigating and troubleshooting in Visual Studio.
• Strong critical thinking and troubleshooting skills.
• Excellent communication skills and the ability to convey technical topics to a non‑technical audience.
• Customer support experience.

• Always Growing:
  Likes change and enjoys finding new ways to improve knowledge and product. Always ready to learn quickly, helping themselves and the team grow.
• Win as a Team:
  Builds trust and works together by ensuring everyone communicates well. Actively involved in daily work, collaborating closely, listening to ideas, and celebrating successes together.
• Accountability Starts with Me:
  Notices problems and takes personal action to solve them.
• Unwavering Commitment to Customer
  
  Experience:
  
  Regularly talks to customers, taking personal responsibility to understand their needs, address concerns, and improve Vantaca processes.
• Innovate Boldly:
  We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success.

• Our eNPS is +68!
• Benefits:
  Medical, Dental, and Vision kick in day one.
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
• 401K with Company Match.
• Remote Flexible – come to the office when needed.
• Great parental leave benefits.
• Named on Inc 5000 list of America’s Fastest Growing Private Companies.
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
• Winner of Coastal Entrepreneur Award, Technology Category.
• Active employee‑led Culture Committee.
• Ongoing industry and professional development trainings available to all employees.
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
• We’re playing offense to win! Our product market fit and our world‑class employees make us the leader in our space. We’re building something cool and people like it here.

• Entry level

• Full‑time

Information Technology

Software Development