Product Support Specialist at Vanta - Dublin, Ireland

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. We are looking for a highly motivated Product Support Specialist to join our team in Dublin, Ireland.

Role Overview

As Vanta’s Product Support Specialist, you will be the first point of contact for our valued customers, assisting them with product-related inquiries and ensuring they take full advantage of the Vanta platform. You will work closely with the Support, Engineering, Customer Success, Sales, Operations, and Subject Matter Experts (SMEs) teams to provide a superior customer experience while adhering to our service level agreements (SLAs). Your role is crucial in maintaining our commitment to delivering best-in-class technical support and enhancing customer education throughout their security journey.

A Day in the Life

Here’s what a typical day might look like for you:

• Start the day by reviewing the support queue and prioritizing incoming requests.
• Respond to customer inquiries via email, chat, and screen-sharing, providing timely and accurate solutions.
• Troubleshoot technical issues and escalate complex problems to the Engineering team.
• Create and update internal and external knowledge base articles to help customers self-solve common issues.
• Participate in daily team troubleshooting sessions to share knowledge and learn from colleagues.
• Collaborate with the Customer Success team to proactively address customer needs and identify opportunities for improvement.
• Contribute to product feedback by documenting customer pain points and suggesting enhancements.
• Monitor support metrics and identify trends to improve support processes.

Why Dublin, Ireland?

Dublin is a vibrant and thriving city with a strong tech community. Vanta's presence in Dublin allows us to tap into a talented pool of professionals and better serve our European customers. The city offers a great quality of life, with a rich culture, beautiful scenery, and excellent transportation links. Working in Dublin provides an opportunity to be part of a diverse and international team, contributing to Vanta's global mission.

Career Path

At Vanta, we are committed to the growth and development of our employees. As a Product Support Specialist, you will have opportunities to advance your career in various directions. You could progress into a Senior Product Support Specialist role, taking on more complex technical challenges and mentoring junior team members. Alternatively, you could transition into a specialized role within the Support organization, such as a Compliance Specialist or a Technical Account Manager. You may also have the opportunity to move into other departments, such as Engineering or Customer Success, depending on your skills and interests.

Salary & Benefits

Vanta offers a competitive salary and benefits package that includes:

• Competitive salary commensurate with experience.
• Equity in a fast-growing company.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday policy.
• Professional development budget to support continuous learning.
• Company-sponsored team events and activities.
• Wellness programs to promote employee well-being.
• Commuter benefits or remote work stipend.
• 401(k) or pension plan with company match.
• Paid parental leave.
• Employee assistance program (EAP).
• Stocked kitchen with snacks and drinks.

Security Culture

Vanta deeply integrates security into its culture, reflecting our core mission of helping businesses earn and prove trust. This commitment extends beyond our product to our internal practices and employee mindset. We prioritize security awareness training, data protection protocols, and a culture of continuous improvement in security practices. Employees are encouraged to proactively identify and address security concerns, contributing to a secure and reliable environment for our customers and ourselves.

How to Apply

If you are a motivated and customer-focused individual with a passion for technology and security, we encourage you to apply! Please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience and skills, and explain why you are interested in joining the Vanta team.

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 compliance standards does Vanta support? Vanta supports SOC2, ISO27001, PCI DSS, HIPAA, and GDPR, among others.
3. What are the key responsibilities of a Product Support Specialist? Providing product support, troubleshooting technical issues, and documenting solutions for customers.
4. What skills are required for this role? Strong troubleshooting skills, technical competency, and excellent communication skills.
5. What is the career path for a Product Support Specialist at Vanta? Opportunities to advance into senior roles or transition into specialized roles within the Support organization or other departments.
6. What is the work environment like at Vanta? Collaborative, supportive, and focused on continuous learning and improvement.
7. What are the benefits of working at Vanta? Competitive salary, equity, comprehensive health insurance, and generous paid time off.
8. How does Vanta ensure customer satisfaction? By providing timely and accurate support, proactively addressing customer needs, and continuously improving support processes.
9. What is Vanta's approach to security? Security is deeply integrated into our culture, with a focus on continuous monitoring, data protection, and employee awareness.
10. Where is the Dublin office located? The Dublin office is located [Insert Specific Address Here].