Technical Support Specialist

🕒 May 27

🇺🇸 United States – Remote

💵 $83k - $98k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Vanta

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

📋 Compliance

🔐 Security

☁️ SaaS

💰 $40M Series B on 2022-10

Compliance • Security • SaaS

Vanta is a trust management platform that streamlines compliance workflows and enhances security programs for businesses. By leveraging automation, Vanta helps companies achieve and maintain compliance with frameworks like SOC 2, ISO 27001, and GDPR. It offers solutions for companies of all sizes, from startups to enterprises, ensuring security and compliance at scale. With integrations with over 375 tools, Vanta leverages AI to simplify tasks such as questionnaire automation and vendor risk management. Vanta empowers service providers and auditors to deliver efficient and satisfactory experiences, helping businesses build trust with their clients and partners.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• 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!