Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
About the role
- Manager of Technical Support leading a high-performing team at Vanta. Overseeing complex customer issues and enhancing AI-driven support processes.
Responsibilities
- Lead a high-performing Support team
- Hire, manage and develop Support Professionals, building a culture of accountability, curiosity, customer value, and resilience
- Drive strong performance across productivity, quality, CSAT, and operational KPIs
- Hire talent with strong technical and documentation skills who raise the bar
- Provide clear, actionable feedback and coach effectively to help individuals grow
- Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers
- Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration.
- Work a small number of tickets to stay connected to customer challenges, product behaviour, and team workflows.
- Build operational excellence and predictable delivery
- Establish scalable rhythms for capacity planning, queue health, and performance reviews
- Use clear expectations, measurable goals, and coaching frameworks to support high performance and address gaps effectively.
- Operate comfortably at multiple altitudes, moving between strategic planning and hands-on operational detail fluidly
- Identify risks early and develop pragmatic mitigation plans
- Partner with Support Operations to streamline workflows and reduce friction
- Ensure timely, expert handling of complex, urgent, and high-value customer issues
- Influence and motivate cross-functional partners to achieve shared goals across Product, Engineering, Compliance, and Customer teams.
- Run consistent 1:1s that provide clarity, coaching, and growth opportunities while reinforcing team accountability.
- Accelerate our AI-first support model
- Collaborate with the AI Optimisation Specialist and Support Systems Engineer to enhance AI routing, containment, and accuracy
- Guide your team in adopting and mastering AI-assisted workflows
- Maintain and elevate the quality of troubleshooting guides, knowledge assets, and AI-ready content
- Identify opportunities for automation and continuous improvement
- Strengthen Premium Support experiences
- Oversee Premium and urgent ticket flows to ensure consistent, high-touch service
- Identify patterns that reduce friction for high-value customers
- Partner cross-functionally to enhance Premium Support processes and offerings
- Handle escalations with empathy, clarity, and composure, guiding customers through high-impact issues and restoring confidence.
- Influence product quality and customer experience
- Build strong relationships with Engineering, Product, Compliance, and Customer Education
- Surface data-driven insights that support product improvements and reduce repeated issues
- Represent Support in product readiness, bug triage, and roadmap conversations
Requirements
- 5+ years of Support leadership experience, ideally in fast-growing SaaS or technical complex environments.
- Proven success leading teams through complex troubleshooting and escalations
- Experience managing hybrid or distributed teams
- Experience implementing AI or leading teams in an AI-enabled support model (AI workflows, routing, automation, quality improvement)
- Background working in fast-growing or rapidly scaling companies, where systems, processes, and expectations evolve quickly
- Track record of building processes and driving outcomes, not just managing tasks
- Strong track record partnering cross-functionally to improve product and customer outcomes
- Experience supporting Premium and Enterprise customers
- Prior hands-on support experience
Benefits
- 100% covered medical, dental, and vision benefits with dependents coverage
- 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
- Health & wellness stipend
- Remote workspace, internet and mobile phone stipend
- Commuter benefits, including bike to work scheme and tax commuter ticket scheme
- Pension matching
- 11 company paid holidays plus 25 days of PTO per year
- Virtual team building activities, lunch and learns, and other company-wide events!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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