Technical Support Specialist

🕒 Maio 27

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $83.000 - $98.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Vanta

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2018

📋 Conformidade

🔐 Segurança

☁️ SaaS

💰 $40.000.000 Series B em 2022-10

Compliance • Security • SaaS

A Vanta é uma plataforma de gerenciamento de confiança que simplifica fluxos de trabalho de conformidade e aprimora programas de segurança para empresas. Ao alavancar a automação, a Vanta ajuda as empresas a alcançarem e manterem conformidade com estruturas como SOC 2, ISO 27001 e GDPR. Ela oferece soluções para empresas de todos os tamanhos, desde startups até grandes corporações, garantindo segurança e conformidade em escala. Com integrações com mais de 375 ferramentas, a Vanta utiliza IA para simplificar tarefas como automação de questionários e gestão de risco de fornecedores. A Vanta capacita prestadores de serviço e auditores a oferecer experiências eficientes e satisfatórias, ajudando as empresas a construírem confiança com seus clientes e parceiros.

Descrição

• 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

🎯 Requisitos

• 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 responsibilities and weekend & holidays support needed at times. • Must be authorized to work in the U.S. without the need for current or future employer sponsorship. • Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.

🏖️ Benefícios

• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans • 16 weeks paid Parental Leave for all new parents • Health & wellness stipend • Remote workspace, internet, and cellphone stipend • Commuter benefits for team members who report to the SF and NYC office • Family planning benefits • Matching 401(k) contribution with immediate vesting • Flexible PTO policy, plus 80 hours of Sick Time • 11 company-paid holidays • Virtual team building activities, lunch and learns, and other company-wide events!