Manager of Technical Support, Vanta

• 5+ years of Support leadership experience, ideally in fast-growing SaaS or technical complex environments
• Be located in Dublin, Ireland
• Proven success leading teams through complex troubleshooting and escalations
• Experience managing hybrid or distributed teams
• Experience implementing AI or leading teams in an AI-enabled support model (AI workflows, routing, automation, quality improvement)
• Background working in fast-growing or rapidly scaling companies, where systems, processes, and expectations evolve quickly
• Track record of building processes and driving outcomes, not just managing tasks
• Strong track record partnering cross-functionally to improve product and customer outcomes
• Experience supporting Premium and Enterprise customers
• Prior hands-on support experience
• Ability to move easily between strategic thinking and tactical execution
• Strong analytical judgment; able to interpret data and translate it into action
• Clear, structured communication across audiences
• High resilience and calm problem-solving under pressure
• Strong decision-making in ambiguous or fast-changing contexts
• Comfortable modernising workflows and integrating AI into daily operations
• A passion for making complex concepts feel simple and enabling customers through education
• Effective working up, across, and down within an organisation
• Rotational on-call responsibilities and weekend & holidays support needed at times
• KCS v6 certification

Desirable

• 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
• 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, and composure, guiding customers through high-impact issues and restoring confidence
• Influence product quality and customer experience
• Build strong relationships with Engineering, Product, Compliance, and Customer Education
• Surface data-driven insights that support product improvements and reduce repeated issues
• Represent Support in product readiness, bug triage, and roadmap conversations