Manager, Technical Support

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. 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.What you’ll do as a Manager, Support at Vanta:Lead a high-performing Support teamManage, coach, and develop Support ProfessionalsBuild a collaborative team culture rooted in accountability, curiosity, customer value, and resilienceDrive strong performance across productivity, quality, CSAT, and operational KPIsHire talent with strong technical and documentation skills who raise the barProvide clear, actionable feedback and coach effectively to help individuals growEncourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customersIdentify 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 deliveryEstablish scalable rhythms for capacity planning, queue health, and performance reviewsUse 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 fluidlyIdentify risks early and develop pragmatic mitigation plansPartner with Support Operations to streamline workflows and reduce frictionEnsure timely, expert handling of complex, urgent, and high-value customer issuesInfluence 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 modelCollaborate with the AI Optimization Specialist and Support Systems Engineer to enhance AI routing, containment, and accuracyGuide your team in adopting and mastering AI-assisted workflowsMaintain and elevate the quality of troubleshooting guides, knowledge assets, and AI-ready contentIdentify opportunities for automation and continuous improvementStrengthen Premium Support experiencesOversee Premium and urgent ticket flows to ensure consistent, high-touch serviceIdentify patterns that reduce friction for high-value customersPartner cross-functionally to enhance Premium Support processes and offeringsHandle escalations with empathy, clarity, and composure, guiding customers through high-impact issues and restoring confidence.Influence product quality and customer experienceBuild strong relationships with Engineering, Product, Compliance, and Customer EducationSurf ... (truncated, view full listing at source)