Technical Support Specialist

United States

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$97,000 – $114,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, SaaS, CybersecurityIndustries

Position Overview

Vanta is a company dedicated to securing the internet and protecting consumer data. As a Technical Support Specialist, you will assist Vanta customers with their technical support requests, working closely with other teams to ensure a superior customer experience and adherence to service level agreements (SLAs). The goal is to provide best-in-class technical support to our customers, focusing on comprehensive technical, product, and compliance solutions throughout their security journey.

Location Type: Remote
Job Type: FullTime
Salary: $97K - $114K

Requirements

Experience: 4+ years of technical customer support experience in a SaaS/Tech space.
Location: Must be located in the United States.
Technical Skills:
- Troubleshooting skills
- Experience troubleshooting cloud providers (AWS, Azure, or GCP)
- Working knowledge of APIs and Networking
- Experience troubleshooting using Datadog or similar log management tools
- Database experience
Soft Skills:
- Deep sense of empathy for customers and team members
- Ability to support an 8AM-5PM CST M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.

Responsibilities

Provide technical support to customers through email, screen sharing, and chat, ensuring timely responses and resolutions within established SLAs.
Master Vanta’s product, including workarounds and best practices.
Explain complex solutions in simplified terms, documenting solutions for scalability.
Problem solve and troubleshoot customer issues in a repeatable manner, utilizing the Support CRM to track and 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 internal and external documentation, knowledge-base, processes, and team efficiency.
Participate in daily team troubleshooting sessions, weekly team meetings, and huddles.

Vanta

Automates SOC 2 compliance for businesses

About Vanta

Vanta simplifies the process of obtaining and maintaining SOC 2 certification, which is essential for organizations that manage sensitive customer data. The company offers a software-as-a-service (SaaS) platform that automates numerous checks to ensure that security controls are effective and compliant with industry standards. This automation helps small to medium-sized enterprises (SMEs) and tech companies monitor risks and vulnerabilities continuously, significantly reducing the time and cost associated with achieving SOC 2 compliance. Vanta's subscription-based model provides clients with a more efficient and cost-effective way to maintain compliance compared to traditional methods. The goal of Vanta is to transform the compliance process, allowing organizations to focus on their core operations while enhancing their security posture.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$343.4MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees