Vanta

Technical Support Specialist – APJ

Vanta

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • 🇦🇺 Australia

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Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudGoogle Cloud Platform

About the role

  • 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

Requirements

  • 4+ years of technical customer support experience in a SaaS/Tech space.
  • Be located in the Sydney area
  • 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.
  • Be able to support a 8AM-5PM AEST M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.
  • Nice to have: Japanese language fluency
Benefits
  • Industry-competitive salary and equity
  • Healthcare stipend towards health insurance for you and your dependents
  • 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
  • Health & wellness stipend
  • Remote workspace stipend
  • Commuter benefits for team members who attend the office
  • 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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical customer supporttroubleshootingAPIsNetworkingcloud providersAWSAzureGCPDatadogdatabases
Soft skills
problem solvingcommunicationcollaborationempathyteam participationdocumentationcustomer supportfeedbackprocess improvementtime management