Whether you’re encountering an issue that requires a technical solution, or you’re looking to get the most out of Vault’s Active Integrity Platform, you are more than likely to meet Poppy on your journey. Find out more about why she chose to work here and how her personal values align with Vault’s.

A People-Oriented Problem Solver

Poppy has spent over 10 years working in customer service roles with a specialized focus on technical problem-solving and support. She is focused on delivering user experiences and creating business value through technical enablement. 

“I was drawn to the tech world by its dynamic nature and the constant opportunities for learning. My inclination towards customer support is driven by a genuine desire to directly assist and engage with users, ensuring their success and satisfaction with products. I find joy in interacting with customers and serving as a subject matter expert for technical products.” 

As the Customer Support Engineer, Poppy’s responsibilities are key in enabling Vault’s goal of providing seamless, positive customer experience, and reinforcing the company’s values of customer-centricity and technical excellence. 

A New Challenge at Vault

Over the past decade Poppy has primarily maintained roles revolving around customer support, and since 2020 she’s expanded her expertise to include more technical capabilities. “I have an analytical mindset, I am passionate about software development and thrive on solving problems through technical solutions. Fortunately, my career path has allowed me to strike a harmonious balance between technology and customer service,” adds Poppy. 

Her typical day, beyond direct customer interactions, includes curation of both external and internal documentation for product enablement and process improvement. A key part of successfully executing her responsibilities is to share valuable customer feedback with relevant teams. This ensures that Vault takes a comprehensive approach to product and service enhancements. 

Empathy in a Tech-Driven Environment 

Fostering an environment where teams are encouraged to understand and be sensitive to the feelings, thoughts and experiences of others is no easy task. For Poppy, Vault’s commitment to excellence while maintaining an empathetic, supportive culture make it an exciting place of work. “I appreciate the collaborative and innovative environment. Everyone here works to share their knowledge with others, cares deeply about our customers and works hard to welcome every new Vaultie into the team,” she adds. “Our mission is to shape the way misconduct is handled within the workplace, focusing on empowering the reporter and employer to adopt a speak up culture.” 

“Balancing human connection with technical expertise involves active listening and effective communication. Understanding the customer’s perspective while leveraging technical knowledge allows for a more empathetic and efficient resolution of issues.” 

If you are keen to transition into a Customer Support Engineer position, Poppy advises that you remain curious, embrace continuous learning, and continue to develop your communication skills. “Building a solid foundation of technical knowledge while cultivating empathy for users is key to success in a technical support role.” 

The post Vault Spotlight: Poppy Allen, Vault’s Customer Support Engineer appeared first on Vault.

Have any questions relating to data security, privacy or risk? Ash is your person! Enjoy learning more about Ash and her approach to security at Vault.

Keeping Vault and its customers safe

As Head of Information Security, Ash helps Vault achieve its mission and support its customers through programmatic risk and control management.  This can range from risk assessments of novel technologies, services, or product features to incident management, and business continuity preparedness. 

The infosec function plays a pivotal role in safeguarding the organization’s digital information assets and ensuring the integrity, availability, and confidentiality of sensitive information. 

Vault is proudly certified to the ISO 27001 and SOC 2 Type II requirements. It has also been recognised by the National Cybersecurity Alliance as a champion organization, for showing dedication to promoting a safer, more secure online world.

An impressive career trajectory

Ash began her career in philanthropy at the University of Oxford, where she did her undergraduate degree. She focused on system design, training, and process development for SaaS applications. Over the past decade, she transitioned into Infosec operations, consultancy, and leadership roles at various organizations, before ultimately joining Vault. Her infosec journey coincided with the introduction of GDPR, and she found satisfaction in translating regulatory requirements into practical solutions for enterprise applications.

Security by Design at Vault

Ash explains:

“Vault takes infosec very seriously, and has done, since day one. We have adopted a ‘Security by Design’ approach to continually develop secure software, with regular internal and external assurance activities to ensure that the reporter and case information for our customers are secure.”

Vault proactively manages security risks to ensure that customer information is handled securely, and it leverages opportunities in a risk appropriate manner. Strategic decision making takes infosec and privacy as key considerations as it has a shared responsibility towards the security, and reputation of its customers as well.

All Vaulties are trained on the prevalent security threats, and controls, as well as specific training relating to their roles. Ash concludes, “We encourage each Vaultie to make risk informed decisions at all levels, so that we can together secure Vault Platform.”

In Vault’s Trust Center you can find information on how Vault manages information security, as well as the latest pen test report, and information on Vault’s security controls. 

Words of advice for prospective infosec leaders

Ash believes that great infosec professionals can come from all backgrounds. She was a linguist previously! What’s needed is the curiosity to understand a problem, and the perseverance to work out the solution. Ash shared:

“This is a key period for the infosec industry as we’re all much more online now post-Covid, than we were at any other point in the past. This also means that our attackers can easily cause more damage as organizations, big and small, are all likely to be affected by cyberthreats as they mature in their information security practices in this new world.”

In the UK, the Government has funded infosec-related training (such as the Certified in Cybersecurity programme) in order to encourage more people to consider Cyber and Information security as a career pathway.

Thank you to Ash for sharing your journey with us! Check back soon for a Spotlight on another Vaultie expert.

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