Technical Support Specialist - EMEA

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 Dublin, Ireland

• 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 7AM-4PM IST 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 paid parental leave for all new parents (birthing, non-birthing, and adoptive)

• Health & wellness stipend

• Remote workspace,internet and mobile phone stipend

• Commuter benefits, including bike to work scheme and tax commuter ticket scheme

• Pension matching

• 10 company paid holidays plus 25 days of PTO per year

• Virtual team building activities, lunch and learns, and other company-wide events!

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