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Manager, Technical Support

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Vanta

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Location:
Australia , Sydney

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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. As a Manager, Support, you will pair strategic ownership, strong decision-making, data fluency, and thoughtful AI integration to empower your team in solving Vanta’s most complex customer challenges.

Job Responsibility:

  • Lead a high-performing Support team
  • Manage, coach, and develop Support Professionals
  • Build a collaborative team culture rooted in 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 behavior, 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 Optimization 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
  • Be located in Sydney, Australia
  • 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
  • Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact
  • Ability to move easily between strategic thinking and tactical execution
  • Strong analytical judgment
  • able to interpret data and translate it into action
  • Clear, structured communication across audiences
  • High resilience and calm problem-solving under pressure
  • Strong decision-making in ambiguous or fast-changing contexts
  • Comfortable modernizing workflows and integrating AI into daily operations
  • A passion for making complex concepts feel simple and enabling customers through education
  • Effective working up, across, and down within an organization
  • Rotational on-call responsibilities and weekend & holidays support needed at times

Nice to have:

  • Familiarity with KCS and Intelligent Swarming
  • KCS v6 certification
  • GRC experience
What we offer:
  • Industry-competitive salary and equity
  • Healthcare stipend towards health insurance for you and your dependents
  • 16 weeks paid Parental Leave for all new parents
  • Health & wellness stipend
  • Remote workspace, internet, and cellphone stipend
  • Commuter benefits for team members who attend the office
  • 20 days of Annual Leave per year
  • 9 company-paid holidays
  • Virtual team building activities, lunch and learns, and other company-wide events

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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