Program Manager, Technical Education

At Vanta, our mission is to help businesses earn and prove trust. 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. 

We’re looking for a technical program manager with a primary focus on Integrations to join our growing Customer Education team, under the Digital Success org. This role is crucial in enabling scalable support and seamless integration experiences for both internal teams and customers. You’ll create and manage documentation that helps customers implement, use, and troubleshoot integrations—and help internal teams resolve issues faster with just-in-time guidance.

You'll collaborate closely with Engineering, Product, and Design (EPD) to ensure documentation is tightly aligned with product releases. You'll also partner with Support and internal enablement leads to ensure that documentation powers internal tools, such as Co-Pilot (Intercom) and AI-powered support chats, which help reduce friction across the customer journey.

What you’ll do as a Program Manager at Vanta:

• Own and maintain technical documentation for integrations, ensuring consistency, accuracy, and clarity across all channels.

• Partner with EPD to align documentation timelines with product release schedules, ensuring documentation is ready at launch.

• Produce a wide range of support content, including:

  • Internal snippets and guides for tools like Fin Co-Pilot and AI-powered chats

  • Training programs, workshops, and live customer facing educational webinars

  • External documentation like FAQs, tooltips, and troubleshooting guides

• Enable internal teams to close tickets faster by embedding smart documentation within support workflows.

• Reduce the volume of integration-related support tickets by:

• Driving a 40% decrease in escalations per month (e.g., 50 ➝ 30)

• Reducing customer support requests via Slack by 50% (e.g., 110 ➝ 55)

• Influence upstream support metrics in partnership with the Support team, such as:

• Reducing time to resolution for integration tickets

• Increasing AI-powered support ticket deflections

• Decreasing the total number of new integrations-related tickets by 100 per month

How to be successful in this role:

• 3–5+ years of experience in technical writing, developer documentation, or product support enablement; preferably in a SaaS or API-heavy environment.

• Experience writing about or supporting integrations, APIs, or developer-facing products.

• Exceptional communication and collaboration skills; you're comfortable working with engineers and support reps alike.

• Strong understanding of how to write for different audiences: technical users, non-technical customers, and internal teams

• Comfort with metrics-driven work and ability to use documentation to drive measurable impact.

• A natural drive to understand how systems work end-to-end, including edge cases and backend dependencies.

• Willingness to dig into unfamiliar platforms (e.g., a new cloud provider) to document them thoroughly

• Tools & Experience:

  • Cloud platforms: AWS, Azure, GCP

  • Developer tools: GitHub, GitLab, Bitbucket, Swagger/OpenAPI

  • Identity and ticketing systems: Okta, Azure AD, Google Workspace, Jira, Zendesk

  • Writing/publishing: Markdown, Git, ReadMe/Docusaurus, internal tools like Notion or Confluence

  • Experience with AI-powered knowledge systems or a support deflection tool

• Preferred Skills:

  • Background in support or customer success: Provides context for what kinds of questions are most common and where docs can make the biggest impact.

  • Experience designing or contributing to internal knowledge bases or LLM-driven support assistants.

  • Writing for a security-conscious audience or familiarity with compliance and audit tooling (bonus points in a company like Vanta).

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 & wellne