Remote Product Support Specialist

Website Vanta

As Vanta continues to grow, providing quality technical support to our clients in international markets will be critical. We’re just starting to establish our APAC presence, and we’re looking for a problem-solving and empathetic Product Support Specialist. 

 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 Vanta’s Product Support Specialist – APAC, 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. If this sounds like you, and you’re excited to be a part of our founding team in APAC, we’d love to hear from you.

Vanta’s Support team today is small but mighty. We’re a little nit-picky about the technical details, and are ardent receipt-keepers and “screen-shotters”. If we have the opportunity to show our customers rather than just tell them, we’ll take it. Here, you get to learn by doing, have your input valued, and work collaboratively with your team members on a daily basis to deliver above-industry standards in response quality and turnaround. You’ll provide technical support to customers, partners, and developers for Vanta’s products and services, helping to successfully resolve customer requests. If you’re looking to take your Customer Support career to an emerging technical space, you learn quickly, and you love diving into complex problems to find simple solutions, this is the team for you. 

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

  • Provide our customers with timely responses and resolutions to their inquiries within the established SLAs
  • Master Vanta’s product, learning the ins, outs, ‘workarounds’ and ‘don’t-do-thats’
  • Explain complex solutions in simplified terms to customers, while documenting solutions for scale 
  • Problem solve and troubleshooting 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 documentation and knowledge base, processes, and team-efficiency

How to be successful in this role:

  • 3-5 years of technical customer support experience in a SaaS/Tech space
  • Excellent troubleshooting skills. Experience troubleshooting cloud providers such as AWS, Azure, or GCP (monitors, load balancers, tags, etc.)
  • Working knowledge and understanding of Databases (relational and non-relational)
  • Experience troubleshooting databases (querying, connection, etc.)
  • Have a deep sense of empathy for your customers, as well as a sense of humor about customer support
  • Excellent collaboration and proven teamwork abilities
  • Willingness to work rotational on-call responsibilities and weekend & holidays support needed at times

What you can expect as a Vanta’n:

  • Industry-Competitive Salary and Equity
  • 100% covered Medical, Dental, and Vision Benefits with Dependents’ Coverage
  • 16 Weeks of Fully Paid Parental Leave for All New Parents (Moms, Dads, Adoptive, Foster)
  • Health & Wellness Stipend
  • Remote Workspace Stipend
  • 401(k) Matching Plan
  • Flexible Work Hours and Location
  • Open & Encouraged PTO Policy
  • 9 Company Paid Holidays
  • Free Memberships to Online Wellness Platforms (One Medical, Ginger, Headspace, and more!) 
  • Virtual Team Building Activities, Lunch and Learns, and other Company-Wide Events
  • Offices in SF and NYC with Hubs of Vanta’ns forming across the US, including but not limited to, Seattle, Austin, Indianapolis, LA, Boston, and more! 

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal-opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started Vanta in 2016 as Equifax had lost every American’s social security number, Home Depot had leaked its customers’ credit card numbers to hackers, and Facebook admitted that it irresponsibly sent user data to third parties who tried to influence the US election. It was clear that security and privacy had become mainstream issues, and that we all increasingly relied on cloud services to store everything from our personal photos to our communications at work.

Vanta’s mission is to be the layer of trust on top of these services and to secure the internet, increase trust in software companies, and keep consumer data safe. We do this by building an automated head of security for technology companies, and we use that system to both help a company secure itself and to prove its security to others.

If we succeed in our mission, it should feel irresponsible for users to put data into a product that isn’t certified by Vanta, and irresponsible for companies to collect data without using Vanta to secure and monitor themselves.

To apply for this job please visit boards.greenhouse.io.