Product Support Specialist

At Vanta, our mission is to secure the internet and protect consumer data. 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 first Product Support Specialist in Australia, you will help our Vanta customers by addressing their product best practices, compliance, and technical support requests. You will work closely with other members of the Vanta Support, Engineering, and GRC teams to ensure we deliver a superior customer experience while adhering to our service SLAs. 

We’re looking for a problem-solving and empathetic Product Support Specialist located in the Sydney, Australia area. 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 Product Support Specialist team today is small but mighty. 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 product best practices and compliance support to customers, partners, and developers for Vanta’s products and services, helping to successfully resolve customer requests. While the Product Support Specialist role focuses primarily on product best practices and compliance-related issues, we are also enabled to take on technical-related tickets and customer issues when needed.

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. 

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

• Prioritizing product best practice and compliance customer requests, while jumping in to assist with technical requests when bandwidth permits

• Provide our customers 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 documentation and knowledge-base, processes, and team-efficiency.

How to be successful in this role:

• 3-5 years of technical customer support experience in a SaaS/Tech space.

• Be located in the Sydney, Australia area

• Excellent troubleshooting skills. Experience troubleshooting cloud providers such as AWS, Azure, or GCP (monitors, load balancers, tags, etc.). 

• Working knowledge and understanding of Databases (relational and non-relational).

• Experience troubleshooting databases (querying, connection, etc.)

• 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!

• Compliance Support experience (nice to have) or interested in learning compliance.

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

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

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

• Be able to support a 9AM-5PM AEDT M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.

What you can expect as a Vantan:

• Industry-Competitive Salary and Equity

• Healthcare stipend towards health insurance for you and your dependents

• Paid maternity leave, and 4 weeks of paternity leave for fathers

• Health & Wellness Stipend

• Remote Workspace Stipend

• Internet and Cellphone Stipend

• 9 Company Paid Holidays

• 20 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.