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 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

How to be successful in this role:

Experience

• 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.

Skills & attributes

• 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 you can expect as a Vanta'n:

• 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!

• Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney