Product Support Specialist

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. 

As Vanta’s Product Support Specialist, you will help our Vanta customers by addressing their product support requests. You will work closely with other members of the Vanta Support, Engineering teams, Customer Success, Sales, Operations and SMEs to ensure we deliver a superior customer experience while adhering to our service SLAs.

At Vanta’s Support Organisation, our goal is to provide best-in-class Technical Support to our customers. Our team’s mission is to “consistently deliver comprehensive technical, product, and compliance solutions to our customers throughout their security journey while prioritising and enhancing customer education”

As a Product Support Specialist, you are the first line of support for our valued customers, and play a critical role in ensuring our customers take full advantage of the Vanta platform.

You will be joining a team of highly motivated individuals and will contribute to maintaining a culture guided by our Vanta principles.

We build strong partnerships with our customers through trust and transparency, for this reason we publish our Support Metrics.

What you’ll do as a Product Support Specialist at Vanta:

• Provide product 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

• Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC2, ISO27001, PCI DSS, HIPAA, GDPR, etc), Trust Reports, and Risk Management solution.

• Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform.

• 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.

• Work cross-functionally to resolve customer business issues and work toward mutual goals.

How to be successful in this role:

• 3+ years of product customer support experience, preferably in a SaaS/Tech space.

• Excellent troubleshooting skills, preferably in the Saas/Tech space

• Possess the technical competency to understand Vanta’s software and build great relationships with highly technical customers.

• Experience working with ticketing and CRM systems.

• Take ownership of the customer experience that goes beyond solving an expected number of tickets.

• Thrive in a collaborative environment, actively participating in team meetings such as troubleshooting sessions and team huddles.

• Have a deep sense of empathy for your customers and your team.

• Committed to self-study of compliance frameworks (e.g. SOC 2, ISO 27001, HIPAA, PCI DSS)

• Be an excellent writer, with strong skills in documentation.

• Be able to support an 8AM-5PM IST M-F schedule, with rotational on-call responsibilities and weekend support needed at times.

What you can expect as a Vanta’n:

• Industry-competitive salary and equity

• 100% covered medical, dental, and vision benefits with dependents coverage

• 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)

• Health & wellness stipend

• Remote workspace, internet and mobile phone stipend

• Commuter benefits, including bike to work scheme and tax commuter ticket scheme

• Pension matching

• 11 company paid holidays plus 25 days of PTO per year

• Virtual team building activities, lunch and learns, and other company-wide events!

#LI-hybrid

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. 

Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent.