Technical Support Specialist, Vanta
$98-115k
More information about location
Automated compliance and security provider
Open for applications
Automated compliance and security provider
501-1000 employees
Open for applications
$98-115k
More information about location
501-1000 employees
Company mission
To secure the internet and protect consumer data.
Role
Who you are
- 4+ 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
What the job involves
- 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
- 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
Our take
The security auditing process is usually very time-consuming, taking hours to complete, and it is often difficult for start-ups to invest time into such a process. Yet, the benefits of security accreditation are enormous, mainly as many such businesses are working globally and need ways to demonstrate security compliance to one another. Vanta works specifically with start-ups to help them complete and pass security audits such as SOC 2 and ISO 27001.
The company is a compliance portal and security monitoring platform that businesses use to assess their risk levels. Vanta carries out a pre-audit of a company's digital security and highlights areas that need to be worked on before a full analysis of all threats is carried out. Other businesses such as Datadog or PagerDuty offer similar security monitoring services, but Vanta monitors its customers throughout the year, allowing any issues to be identified and addressed early on.
Vanta has found a valuable cybersecurity niche within the giant SaaS market. Companies such as Lattice, Clubhouse, and Calm are all customers, demonstrating a growing trend for companies to manage their cybersecurity proactively, which Vanta should be able to take advantage of to further grow and develop into the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2024
$150m
SERIES C
Sep 2022
$40m
SERIES B
Total funding: $353m
Company benefits
- Health & Wellness: Vanta values the health and well-being of our teammates and offers comprehensive medical, dental, and vision coverage for teammates and dependents. Vanta is excited to provide an additional range of benefits that holistically support your physical, emotional, and financial wellbeing
- Work Your Way: Enjoy a remote-first setup if you're in the US, or go hybrid at our international offices
- Paid Parental Leave: Industry competitive paid parental leave for all parents
- Time Away: Industry competitive and generous PTO policy
- 401K Plan: 401k matching contribution plan
Company values
- Put customers first: We center our customers and their needs in our work, and invest in long-term relationships with them
- Presume good intent: We naturally support and uplift our teammates and partners. We are kind to and respectful of Vanta’ns, partners, customers, and even competitors - and we presume good intent, especially with teammates.
- Bias for action: We make decisions and act quickly even in the face of uncertainty. When we get new information, we’re comfortable with reversing decisions as long as we move quickly so we can iterate and learn
- Lead with resilience: We don’t let day-to-day volatility knock us off course - we operate with resilience and fortitude. We see rapid change as an opportunity to continue redefining an industry in service of our customers
- Decide with frameworks: We develop and use frameworks to evaluate alternatives neutrally, focus requests for feedback, explain the “why” behind decisions, and ensure that similar decisions in the future are made consistently
- Do what it says on the tin: We hold ourselves to the highest standards, and are truthful, humble, and accountable, especially when we (inevitably) make mistakes along the way
Company HQ
Civic Center, San Francisco, CA
Articles
Leadership
Christina Cacioppo
(CEO)Worked in Investment at Union Square Ventures, before becoming a Professor at the School of Visual Arts. Co-founded Nebula Labs, and worked in Product Management at Dropbox.
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