Technical Support Specialist

Job Description

• 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

Qualifications

• 3+ years of technical customer support experience in a SaaS/Tech space. • 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 8AM-5PM M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.

Benefits

• Industry-competitive compensation • 100% covered medical, dental, and vision benefits with dependents coverage • 16 weeks fully-paid parental Leave for all new parents • Health & wellness and remote workplace stipends • 401(k) matching • Flexible work hours and location • Open PTO policy • 9 paid holidays in the US • Offices in SF, NYC, Dublin, and Sydney