Technical Support Specialist

At Vanta, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. 

As Vanta’s Technical Support Specialist, you will help our Vanta customers by addressing their technical support requests. You will work closely with other members of the Vanta Support and Engineering teams to ensure we deliver a superior customer experience while adhering to our service SLAs.

At Vanta Technical Support Organization, our goal is to provide best-in-class Technical Support to our customers. Our team’s mission is to consistently deliver comprehensive technical, product, and compliance solutions to our customers throughout their security journey while prioritizing and enhancing customer education

As a Technical Support Specialist, you are the first line of support for our valued customers, and play a critical role in ensuring our customers take full advantage of the Vanta platform.

You will be joining a team of highly motivated individuals and will contribute to maintaining a culture guided by our Vanta principles.

We build strong partnerships with our customers through trust and transparency, for this reason we publish our Technical Support Metrics. 

What you’ll do as a Technical Support Specialist at Vanta:

• Provide technical support to our customers through our available channels (email, screen sharing and chat) with timely responses and resolutions to their inquiries within the established SLAs

• Master Vanta’s product, learning the ins, outs, ‘work-arounds’ and ‘don’t-do-thats’

• Explain complex solutions in simplified terms to customers, while documenting solutions for scale 

• Problem solve and troubleshoot for customers in a repeatable manner, building using Support CRM to track & identify trends

• Create reproducible test cases for the Product team and provide feedback to enhance the product

• Escalate bug reports for validation and actively participate in product-fixes

• Proactively contribute to our internal and external documentation and knowledge-base, processes, and team-efficiency

• Actively participate in daily team troubleshooting sessions, weekly team meetings and huddles

How to be successful in this role:

• 3+ years of technical customer support experience in a SaaS/Tech space.

• Thrive in a collaborative environment, actively participating in team meetings such as troubleshooting sessions and team huddles.

• Excellent troubleshooting skills. Experience troubleshooting cloud providers such as AWS, Azure, or GCP (monitors, load balancers, tags, etc.). 

• Working knowledge and understanding of APIs and Networking

• Working experience troubleshooting using Datadog or similar log management tools.

• Ideally has experience using databases

• Have a deep sense of empathy for your customers and your team.

• Be able to support a 8AM-5PM M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.

What you can expect as a Vantan:

• Industry-competitive compensation

• 100% covered medical, dental, and vision benefits with dependents coverage

• 16 weeks fully-paid parental Leave for all new parents

• Health & wellness and remote workplace stipends

• 401(k) matching

• Flexible work hours and location

• Open PTO policy

• 9 paid holidays in the US

• Offices in SF, NYC, Dublin, and Sydney

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below. The salary or OTE range for this position is $125,000 - $147,000. This role may also be eligible for commissions/bonus, equity, medical benefits, 401(k) plan, a