Manager, Technical Support - EMEA at Vanta

At Vanta, we're dedicated to helping businesses earn and prove trust. Our mission is to make security accessible and verifiable for companies of all sizes. We've built a kind and talented team, and while security experience is a plus, it's not a prerequisite for success here.

Our Support team is driven by a bold mission: to make complex solutions seem simple and to lead in customer education. We prioritize deep troubleshooting, clear customer guidance, and delivering exceptional experiences across our rapidly growing product. We want to be known for excellence in Vanta’s Customer Experience, and this role will be crucial in improving operational systems and product quality, strengthening our ability to deliver excellence to our customers.

As a Manager, Support, you’ll use your strategic ownership, strong decision-making skills, data fluency, and understanding of AI integration to empower your team in solving Vanta’s most complex customer challenges.

Role Overview

The Manager, Technical Support - EMEA role is a key leadership position within Vanta's Customer Support organization. You will be responsible for leading a team of Support Professionals based in the EMEA region, ensuring they provide exceptional support to Vanta's customers. Your focus will be on building a high-performing team, driving operational excellence, and accelerating Vanta's AI-first support model. You’ll be working in our Dublin office, helping our EMEA customers.

A Day in the Life

Here’s a snapshot of what your day might look like:

• Start your day by reviewing team performance metrics, such as CSAT scores, ticket resolution times, and backlog levels.
• Conduct 1:1 meetings with team members to provide coaching, feedback, and support.
• Collaborate with the AI Optimization Specialist to identify opportunities to improve AI-assisted workflows.
• Work on a few support tickets to maintain familiarity with current customer issues.
• Participate in cross-functional meetings with Product, Engineering, and Compliance teams to address customer-related issues.
• Review and approve team members' time off requests.
• Work with Support Operations to resolve workflow inefficiencies.
• Interview candidates for open Support Professional positions.
• End the day by reviewing upcoming priorities and planning for the next day.

Why Dublin, Ireland?

Dublin, Ireland, is a vibrant and thriving hub for technology and customer support. As the EMEA headquarters, you'll be at the center of Vanta's operations in the region. Dublin offers a rich cultural experience, a welcoming community, and a strategic location for serving our European customers.

Career Path

At Vanta, we are committed to your professional development. This role offers opportunities for growth within the Customer Support organization and beyond. Potential career paths include:

• Senior Manager, Support
• Director, Customer Support
• VP, Customer Success

We provide ongoing training, mentorship, and opportunities to expand your skills and knowledge.

Salary & Benefits

We offer competitive salaries and benefits packages, including:

• A competitive salary range of €70,000 - €110,000 per year.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Professional development opportunities.
• Wellness programs.
• Employee assistance program.
• Commuter benefits.
• Parental leave.
• Remote work options.
• Team building events.
• Company-sponsored meals and snacks.

Our Security Culture

At Vanta, security is at the core of everything we do. We foster a culture of security awareness and responsibility among all employees. We provide regular security training, conduct vulnerability assessments, and implement robust security controls to protect our customers' data and privacy.

How to Apply

If you are passionate about customer support, have a proven track record of leadership, and are excited about the opportunity to join a rapidly growing company, we encourage you to apply. Please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

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 does the Support team do?

   The Support team makes complex solutions seem simple and are leaders in customer education. We prioritize deep troubleshooting, clear customer guidance, and delivering exceptional experiences.

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

   The key responsibilities include leading a high-performing support team, driving operational excellence, and accelerating Vanta's AI-first support model.

4. What qualifications are required for this role?

   We are looking for someone with experience leading a support team, strong technical skills, and a passion for customer education.

5. What is the career path for this role?

   Potential career paths include Senior Manager, Support; Director, Customer Support; and VP, Customer Success.

6. What is the salary range for this role?

   The salary range is €70,000 - €110,000 per year.

7. What benefits does Vanta offer?

   Vanta offers comprehensive health, dental, and vision insurance; generous paid time off; professional development opportunities; and more.

8. What is Vanta's security culture like?

   Security is at the core of everything we do. We foster a culture of security awareness and responsibility among all employees.

9. How do I apply for this role?

   Please submit your resume and cover letter through our online application portal.

10. What is it like working at Vanta?

    Vanta is a collaborative and supportive environment where you can make a real difference in the world of security and compliance.