Technical Support Specialist

Summary

Join Vanta as a Technical Support Specialist and provide technical support to customers through various channels, mastering Vanta's product and explaining complex solutions in simplified terms. You will troubleshoot customer issues, create test cases for the product team, and contribute to internal and external documentation. Success in this role requires 4+ years of technical customer support experience in a SaaS/Tech space, excellent troubleshooting skills, and a deep sense of empathy. The position is based in the US and requires supporting an 8AM-5PM PST M-F schedule with occasional on-call responsibilities. Vanta offers competitive compensation and benefits, including comprehensive health coverage, parental leave, wellness stipends, 401(k) matching, flexible work hours and location, and an open PTO policy.

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
• Have a deep sense of empathy for your customers and your team
• Be able to support a 8AM-5PM PST M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times

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

Preferred Qualifications

Ideally has experience using databases

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