About the role

Aplyr's Quick Take

This role is about providing technical support to Vanta's customers, focusing on troubleshooting and resolving issues related to their security products. You'll work closely with both customers and internal teams, requiring strong problem-solving skills and a collaborative approach. It's primarily an individual contributor role.

Good fit

Ideal candidates have 4+ years of technical support experience in a SaaS environment, particularly with cloud services. A collaborative mindset and strong troubleshooting abilities are essential for success.

Worth noting

The role emphasizes customer education and transparency, with public metrics on support performance. The company is open to candidates without prior security experience, which might appeal to those transitioning into tech support.

At Vanta, our mission is to help businesses earn and prove trust. 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 a Technical 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.

Our goal is to provide best-in-class Technical Support to our customers. Our team’s mission is to consistently deliver comprehensive technical, product, and compliance solutions to our customers throughout their security journey while prioritizing and enhancing customer education. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly.

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

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

How to be successful in this role:

4+ years of technical customer support experience in a SaaS/Tech space.
Be located in the Sydney area
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 10AM-7PM AEST M-F schedule (be flexible), with rotational on-call responsibilities and weekend & holidays support needed at times
Nice to have: Japanese language fluency
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

What you can expect as a Vanta'n:

Industry-competitive salary and equity
Healthcare stipend towards health insurance for you and your dependents
16 weeks paid Parental Leave for all new parents
Health & wellness stipe

Skills & Tags

go rust aws gcp azure ai ios data

Aplyr's read

Vanta specializes in compliance automation, attracting professionals focused on security, AI, and global market expansion.
Synthesized from recent postings & public sources

What's promising

•Vanta offers a robust platform for automating compliance, easing the certification process for companies.
•The company is expanding globally, with roles in APAC, EMEA, and North America.
•Vanta invests in AI transformation, indicating a forward-thinking approach to technology.

What to watch

•The compliance market is competitive, with many players offering similar solutions.
•Rapid global expansion could strain resources and affect service quality.
•Limited public information about company culture and employee satisfaction.

Why Vanta

•Vanta focuses on continuous monitoring, setting it apart in the compliance automation space.
•The platform supports achieving and maintaining major certifications like SOC 2 and ISO 27001.
•Vanta's recent hires indicate a strong emphasis on AI and global market strategy.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Vanta

Vanta

vanta.com

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Vanta is a compliance automation platform that helps companies streamline their security and compliance processes. By providing tools for continuous monitoring and reporting, Vanta enables businesses to achieve and maintain certifications like SOC 2 and ISO 27001, ultimately enhancing trust with customers and partners.