Technical Support Specialist

Vanta•,

12d•$83,000 - $98,000•Remote

About The Position

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. As a 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. 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. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly.

Requirements

4+ years of technical customer support experience in a SaaS/Tech space.
Be located in the United States
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 9AM-6PM PST M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.
Must be authorized to work in the U.S. without the need for current or future employer sponsorship.
Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.

Responsibilities

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

Benefits

Industry-competitive salary and equity
Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
16 weeks paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and cellphone stipend
Commuter benefits for team members who report to the SF and NYC office
Family planning benefits
Matching 401(k) contribution with immediate vesting
Flexible PTO policy, plus 80 hours of Sick Time
11 company-paid holidays
Virtual team building activities, lunch and learns, and other company-wide events!