What are the responsibilities and job description for the Product Support Specialist position at Vanta?
As Vanta’s Product 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.
We’re looking for a problem solving and empathetic Product Support Specialist. Tired of reading about the latest security breach where your credit card, or identifying information may have been stolen? At Vanta, we’re growing quickly and dedicated to making the internet more secure! We help companies understand their complex security needs, and provide on-going monitoring to make sure no mistakes are made. Secure data is not a destination, but an ongoing journey that we’re here to support.
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, ‘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 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 -- you don’t let tricky customers get you down!
- Be able to support a 9AM-5PM M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times
What you can expect as a Vantan:
- Industry-Competitive Salary and Equity
- 100% covered Medical, Dental, and Vision Benefits with Dependents Coverage
- 16 Weeks 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
- 12 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 Vantans 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 their 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.
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