Manager, Technical Support - Sydney, Australia

Role Overview

As a Manager, Support at Vanta, you will lead our APJ Support team responsible for resolving complex technical issues, elevating Premium Support experiences, and shaping how Support scales in an AI-powered, Human-led model. You’ll report to the Global Director of Support and serve as the regional voice within our global Support organization.

Our Support mission is simple and bold: “We make complex solutions seem simple, and are leaders in customer education.” We focus on deep troubleshooting, clear customer guidance, and delivering exceptional experiences across a rapidly growing product surface.

Our North Star is excellence in Vanta’s Customer Experience. This role strengthens that goal by building a capable, empowered team, improving operational systems, and influencing product quality and cross-functional outcomes.

A Day in the Life

A typical day for a Manager, Support at Vanta might include:

• Leading a team meeting to discuss priorities and address roadblocks.
• Coaching a team member on how to handle a particularly complex customer issue.
• Analyzing support data to identify trends and areas for improvement.
• Collaborating with the AI Optimization Specialist on enhancements to the AI support model.
• Reviewing and updating knowledge base articles.
• Meeting with cross-functional partners to discuss product improvements.
• Working on a particularly challenging support ticket to stay connected to the customer experience.

Why Sydney, Australia?

Sydney is a vibrant and thriving city with a strong tech industry. It's a great place to live and work, offering a high quality of life, beautiful beaches, and a diverse culture. Vanta is excited to expand its presence in the APJ region with this role based in Sydney.

Career Path

The Manager, Support role provides a strong foundation for career growth within Vanta. Potential career paths include:

• Senior Manager, Support
• Director, Support
• Leadership roles in Customer Success, Product Management, or Engineering

Salary & Benefits

Vanta offers a competitive salary and benefits package. The specific salary for this role will be based on experience and qualifications. Our benefits include:

• Competitive salary and equity
• Comprehensive health, dental, and vision insurance
• Generous paid time off and holidays
• Professional development opportunities
• Wellness programs
• Flexible work arrangements
• Company-sponsored events and activities
• Parental leave
• Retirement plan with company match

Security Culture at Vanta

At Vanta, security is at the core of everything we do. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. We foster a culture of security awareness and encourage all employees to prioritize security in their work.

How to Apply

If you are a passionate and experienced technical support leader with a desire to make a real impact, we encourage you to apply. Please submit your resume and cover letter through our online application portal.

Frequently Asked Questions (FAQ)

1. What is Vanta?

   Vanta helps businesses earn and prove trust by continuously monitoring and verifying their security posture.

2. What is the mission of the Support team?

   To make complex solutions seem simple and be leaders in customer education.

3. What are the key responsibilities of the Manager, Support?

   Leading a team, building operational excellence, and accelerating the AI-first Support model.

4. What skills are important for this role?

   Technical support management, team leadership, coaching, data analysis, and communication skills.

5. What is the work environment like at Vanta?

   Collaborative, supportive, and focused on security.

6. What is the career path for this role?

   Potential career paths include Senior Manager, Director, and leadership roles in other departments.

7. Does Vanta offer relocation assistance?

   Please inquire with the recruiting team.

8. What is Vanta's approach to AI in Support?

   We are focused on building an AI-powered, Human-led model to scale support efficiently.

9. What is Vanta's culture like?

   Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

10. What are the opportunities for professional development?

    Vanta offers professional development opportunities to help employees grow their skills and advance their careers.