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Technical Support Specialist

Posted 7 days agoViewed

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💎 Seniority level: Middle, 4+ years

📍 Location: United States, CST

🔍 Industry: SaaS/Tech

🏢 Company: Vanta👥 501-1000💰 $150,000,000 Series C 7 months agoInternetArtificial Intelligence (AI)ComplianceCyber SecuritySoftware

🗣️ Languages: English

⏳ Experience: 4+ years

🪄 Skills: AWSSQLCloud ComputingGCPAPI testingAzureCommunication SkillsCustomer serviceComplianceNetworkingEmpathyTroubleshootingActive listeningJSONTechnical supportCustomer supportSaaS

Requirements:
  • 4+ years of technical customer support experience in a SaaS/Tech space.
  • 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
  • Be able to support a 8AM-5PM CST M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.
Responsibilities:
  • 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
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