About the role
At Vanta, our mission is to help businesses earn and prove trust. 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 Vanta customers by addressing their technical support requests. You will work closely with other members of the Vanta Support and Engineering teams to ensure we deliver a superior customer experience while adhering to our service SLAs. 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. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly. What you’ll do as a Technical Support Specialist at Vanta: 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 How to be successful in this role: 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. Ideally has experience using databases Have a deep sense of empathy for your customers and your team. Be able to support a 9AM-6PM PST M-F schedule, with rotational on-call