Product Support Specialist

Vanta; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Product Support Specialist, where you will empower customers by addressing their product support requests. This role focuses on delivering best-in-class technical support and ensuring a superior customer experience. Collaborate with various teams to troubleshoot issues, document solutions, and contribute to product improvements. With a commitment to diversity and an inclusive workplace, this innovative firm offers competitive salaries, comprehensive benefits, and flexible working hours. If you have a passion for customer support and a technical mindset, this opportunity is perfect for you!

Benefits

Paid parental leave

Wellness stipends

Family planning benefits

401(k) match

Flexible hours

Remote work

PTO

Holidays

Qualifications

• 3+ years in SaaS/Tech customer support with strong troubleshooting skills.
• Experience with ticketing and CRM systems is essential.

Responsibilities

• Provide support via email, screen-sharing, and chat with timely responses.
• Become a product expert and offer insightful technical answers.

Skills

SaaS/Tech customer support

Troubleshooting skills

Technical understanding of software

Customer relationship skills

Experience with ticketing and CRM systems

Excellent documentation skills

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.

About the Role

As Vanta’s Product Support Specialist, you will help our customers by addressing their product support requests. You will collaborate with Support, Engineering, Customer Success, Sales, Operations, and SMEs to ensure a superior customer experience while adhering to our service SLAs.

Support Organization Goals

Our goal is to provide best-in-class technical support, delivering comprehensive technical, product, and compliance solutions throughout our customers' security journey while prioritizing customer education.

Key Responsibilities

• Provide support via email, screen-sharing, and chat with timely responses within SLAs.
• Become a product expert on Vanta’s platform and compliance offerings.
• Offer insightful technical answers and recommend efficient compliance strategies.
• Explain complex solutions simply and document solutions for scalability.
• Troubleshoot and build support documentation, track trends.
• Create test cases and provide feedback for product improvements.
• Escalate bugs and participate in product fixes.
• Contribute to documentation, processes, and team efficiency.
• Engage in team troubleshooting, meetings, and cross-functional collaboration.

Success Factors

• 3+ years in SaaS/Tech customer support.
• Strong troubleshooting skills.
• Technical understanding of Vanta’s software and customer relationship skills.
• Experience with ticketing and CRM systems.
• Ownership mentality and teamwork.
• Empathy for customers and team.
• Self-study of compliance frameworks.
• Excellent documentation skills.
• Availability for an 8AM-5PM PT or MT schedule, with on-call and weekend support as needed.

What We Offer

• Competitive salary and comprehensive benefits.
• Paid parental leave, wellness stipends, family planning benefits.
• 401(k) match, flexible hours, remote work, PTO, holidays.
• Offices in SF, NYC, London, Dublin, Sydney.

We share pay ranges transparently for US roles, with final offers based on multiple factors including location and experience.

#LI-remote

We are committed to diversity and inclusion, welcoming applicants from all backgrounds without discrimination.

About Vanta

Founded in 2018, Vanta automates security monitoring for compliance standards and aims to restore trust in internet businesses by enabling continuous security practices. Thousands rely on Vanta for real-time, transparent security management.