Technical Support Specialist

Summary

Join Vanta as a Technical Support Specialist and help our customers by addressing their technical support requests. You will work closely with the Support and Engineering teams to deliver a superior customer experience while adhering to service SLAs. The goal is to provide best-in-class technical support, delivering comprehensive technical, product, and compliance solutions. You will build strong partnerships with customers through trust and transparency. This role requires 4+ years of technical customer support experience in a SaaS/Tech space and excellent troubleshooting skills. Vanta offers industry-competitive compensation and benefits, including 100% covered medical, dental, and vision, 16 weeks of parental leave, and flexible work hours and location.

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