Product Support Specialist

Summary

Join Vanta as a Product Support Specialist and help our customers by addressing their product support requests. You will work closely with various teams to deliver a superior customer experience. As the first line of support, you will ensure customers take full advantage of the Vanta platform. You will be joining a highly motivated team and contribute to maintaining a culture guided by Vanta principles. You will provide product support through various channels, become a product expert, provide insightful technical answers, explain complex solutions simply, troubleshoot problems, create test cases, escalate bug reports, contribute to documentation, and participate in team meetings. Success in this role requires 3+ years of product customer support experience, excellent troubleshooting skills, technical competency, experience with ticketing and CRM systems, ownership of customer experience, collaboration skills, empathy, commitment to self-study, excellent writing skills, and the ability to support a specific schedule with occasional on-call responsibilities.

Requirements

• 3+ years of product customer support experience, preferably in a SaaS/Tech space
• Excellent troubleshooting skills, preferably in the Saas/Tech space
• Possess the technical competency to understand Vanta’s software and build great relationships with highly technical customers
• Experience working with ticketing and CRM systems
• Take ownership of the customer experience that goes beyond solving an expected number of tickets
• Thrive in a collaborative environment, actively participating in team meetings such as troubleshooting sessions and team huddles
• Have a deep sense of empathy for your customers and your team
• Committed to self-study of compliance frameworks (e.g. SOC 2, ISO 27001, HIPAA, PCI DSS)
• Be an excellent writer, with strong skills in documentation
• Be able to support an 8AM-5PM PT or MT M-F schedule, with rotational on-call responsibilities and weekend support needed at times

Responsibilities

• Provide product 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
• Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC2, ISO27001, PCI DSS, HIPAA, GDPR, etc), Trust Reports, and Risk Management solution
• Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform
• 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
• Work cross-functionally to resolve customer business issues and work toward mutual goals

Benefits

• 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
• Family planning benefits through Carrot Fertility
• 401(k) matching
• Flexible work hours and location
• Open PTO policy
• 11 paid holidays in the US