Product Support Specialist

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What Vanta is looking for in applicants

We’re scaling our small (but mighty!) Support team with Product Support Specialists to help solve problems for our customers. 

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 are looking for empathic, caring team members who can turn tech speak into easily understood concepts. As a Support team, 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. 

You Will:

  • Respond to customers in a timely, best-in-industry  manner via helpdesk software
  • 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

You Might: 

  • Have at least 2 years of customer support experience, with ideally 1 year of helpdesk software experience
  • 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!
  • Have at least 1 year working in SaaS/tech. space in a technical or product support role 
  • Possess advanced technical troubleshooting ability
  • Be an excellent writer, with strong skills in documentation
  • Be able to support a 9AM-5PM M-F schedule, with rotational on-call responsibilities and weekend support needed at times
Benefits & Perks:
  • Industry-competitive salary and equity, as well as transparent compensation practices
  • Medical, dental, and vision benefits 
  • Paid parental leave for all parents
  • 401(k) plan
  • Flexible work hours and location
  • Remote workspace stipend
  • Open paid-time off policy
  • 10 company paid holidays
  • Virtual team building activities, lunch and learns, and other company events

About us

We started Vanta in 2017 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.


Want some tips on how to get an interview at Vanta?

What is Vanta looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Product Support Specialist like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at Product Support Specialist ?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!