Technical Support Specialist

Vanta; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Vanta is seeking a Technical Support Specialist to enhance customer experiences by providing superior technical assistance. The role entails troubleshooting, customer education, and collaboration with engineering while upholding service SLAs. Candidates should have strong technical support experience, especially in cloud environments, along with excellent communication and empathy.

Benefits

Full medical, dental, vision benefits

16 weeks paid parental leave

Health & wellness stipends

Family planning benefits

401(k) matching

Flexible hours and remote work

Open PTO policy

11 US holidays

Qualifications

• 4+ years of technical customer support in SaaS/Tech.
• Experience with log management tools preferred.
• Excellent troubleshooting skills.

Responsibilities

• Provide technical support via email, screen sharing, and chat.
• Troubleshoot problems and track trends in Support CRM.
• Create test cases and provide feedback for the Product team.

Skills

Troubleshooting

Cloud providers

APIs

Networking

Empathy

Tools

Datadog

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 a Technical Support Specialist, you will help our customers by addressing their technical support requests. You will work closely with the Support and Engineering teams to ensure a superior customer experience while adhering to our service SLAs.

Our goal is to provide best-in-class Technical Support. Our team’s mission is to deliver comprehensive technical, product, and compliance solutions throughout our customers' security journey, prioritizing customer education. We build strong partnerships through trust and transparency, and our Technical Support Metrics are available publicly.

What you’ll do as a Technical Support Specialist at Vanta:

1. Provide technical support via email, screen sharing, and chat, with timely responses within SLAs
2. Master Vanta’s product, learning its features, work-arounds, and do-not-do's
3. Explain complex solutions simply and document solutions for scale
4. Troubleshoot and problem solve, tracking trends in Support CRM
5. Create test cases for the Product team and provide feedback
6. Escalate bug reports and participate in product fixes
7. Contribute to documentation, processes, and team efficiency
8. Participate in troubleshooting sessions, meetings, and huddles

How to be successful in this role:

• 4+ years of technical customer support in SaaS/Tech
• Located in the United States
• Collaborative, active participation in team activities
• Excellent troubleshooting skills, experience with cloud providers (AWS, Azure, GCP)
• Knowledge of APIs and Networking
• Experience with log management tools like Datadog
• Experience with databases (preferable)
• Empathy for customers and team
• Support schedule: 8AM-5PM PST M-F, with on-call, weekends, and holidays as needed

What you can expect as a Vantan:

• Competitive compensation
• Full medical, dental, vision benefits
• 16 weeks paid parental leave
• Health & wellness stipends
• Family planning benefits
• 401(k) matching
• Flexible hours and remote work
• Open PTO policy
• 11 US holidays
• Offices in SF, NYC, Dublin, Sydney

We share base pay ranges for transparency. Final offers depend on location, skills, experience, and credentials.

#LI-remote

We are committed to diversity and inclusion. We do not discriminate based on race, gender, age, religion, sexual orientation, veteran or disability status, or any other protected class. We encourage people of all backgrounds to apply.

About Vanta

Founded in 2018, Vanta aims to restore trust in internet businesses by enabling continuous security. From automating compliance monitoring to creating a leading Trust Management Platform, our vision remains to make security real-time and transparent.