Product Support Specialist

Remote Jobs; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a leading company as a Product Support Specialist, where you'll provide exceptional support to customers, ensuring they maximize their use of the Vanta platform. Collaborate with various teams to enhance customer experience and contribute to documentation efforts. This role offers competitive compensation and benefits, including flexible hours and remote work options.

Benefits

100% covered medical, dental, and vision benefits

16 weeks fully-paid parental leave

Health & wellness stipends

401(k) matching

Flexible work hours and location

Open PTO policy

11 paid holidays in the US

Qualifications

• 3+ years of product customer support experience, preferably in SaaS/Tech.
• Excellent troubleshooting skills and technical competency.

Responsibilities

• Provide product support through email, screen-sharing, and chat.
• Become a product expert on Vanta and improve customer security posture.
• Document solutions for scale and escalate bug reports.

Skills

Troubleshooting

Technical Competency

Documentation

Customer Experience

Empathy

Education

3+ years of product customer support experience

Tools

Ticketing Systems

CRM Systems

Job description

At Vanta, our mission is to secure the internet and protect consumer data. 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 Vanta's Product Support Specialist, you will help our Vanta customers by addressing their product support requests. You will work closely with other members of the Vanta Support, Engineering teams, Customer Success, Sales, Operations and SMEs to ensure we deliver a superior customer experience while adhering to our service SLAs.

At Vanta's Support Organization, 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"

As a Product Support Specialist, you are the first line of support for our valued customers, and play a critical role in ensuring our customers take full advantage of the Vanta platform.

You will be joining a team of highly motivated individuals and will contribute to maintaining a culture guided by our Vanta principles.

We build strong partnerships with our customers through trust and transparency, for this reason we publish our Support Metrics.

What you'll do as a Product Support Specialist at Vanta:

• 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.

How to be successful in this role:

• 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.

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 & 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
• Offices in SF, NYC, London, Dublin, and Sydney

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials.

#LI-remote

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security.From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged.

Now more than ever, making security continuous-not just a point-in-time check- is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust- all in a way that's real-time and transparent.