Manager, Technical Support - 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. 

Our Support mission is simple and bold: “We make complex solutions seem simple, and are leaders in customer education.” We focus on deep troubleshooting, clear customer guidance, and delivering exceptional experiences across a rapidly growing product surface. Our North Star is excellence in Vanta’s Customer Experience. This role strengthens that goal by building a capable, empowered team, improving operational systems, and influencing product quality and cross-functional outcomes.

As a Manager, Support, you will pair strategic ownership, strong decision-making, data fluency, and thoughtful AI integration to empower your team in solving Vanta’s most complex customer challenges.

What you’ll do as a Manager, Support at Vanta

• Lead a high-performing Support team

  • Hire, manage and develop Support Professionals, building a culture of accountability, curiosity, customer value, and resilience

  • Drive strong performance across productivity, quality, CSAT, and operational KPIs

  • Hire talent with strong technical and documentation skills who raise the bar

  • Provide clear, actionable feedback and coach effectively to help individuals grow

  • Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers

  • Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration.

  • Work a small number of tickets to stay connected to customer challenges, product behaviour, and team workflows.

• Build operational excellence and predictable delivery

  • Establish scalable rhythms for capacity planning, queue health, and performance reviews

  • Use clear expectations, measurable goals, and coaching frameworks to support high performance and address gaps effectively.

  • Operate comfortably at multiple altitudes, moving between strategic planning and hands-on operational detail fluidly

  • Identify risks early and develop pragmatic mitigation plans

  • Partner with Support Operations to streamline workflows and reduce friction

  • Ensure timely, expert handling of complex, urgent, and high-value customer issues

  • Influence and motivate cross-functional partners to achieve shared goals across Product, Engineering, Compliance, and Customer teams.

  • Run consistent 1:1s that provide clarity, coaching, and growth opportunities while reinforcing team accountability.

• Accelerate our AI-first support model

  • Collaborate with the AI Optimisation Specialist and Support Systems Engineer to enhance AI routing, containment, and accuracy

  • Guide your team in adopting and mastering AI-assisted workflows

  • Maintain and elevate the quality of troubleshooting guides, knowledge assets, and AI-ready content

  • Identify opportunities for automation and continuous improvement

• Strengthen Premium Support experiences

  • Oversee Premium and urgent ticket flows to ensure consistent, high-touch service

  • Identify patterns that reduce friction for high-value customers

  • Partner cross-functionally to enhance Premium Support processes and offerings

  • Handle escalations with empathy, clarity, a