Technical Support Engineer @ Vendr

About Vendr

Vendr is one of the largest buyers of software in the world. With over $500m+ in savings for our customers, across $4.2bn worth of processed spend, our platform enables 3,000+ organizations to save every time they purchase SaaS. Headquartered in Boston with a second location in Charleston and over 150 employees, we are building a team that can take us to the future state of frictionless buying. Some customers include HubSpot, The Washington Post, and DraftKings.

In June 2022 we announced that we raised $150 million at a $1 billion valuation for our Series B, co-led by Craft Ventures and Softbank

Since 2018, we have:

Managed $4,2b+ in software spend
Saved $500M+ for our customers

We want you to join us on our mission to fix how companies buy SaaS. We want to hear from you if you’re looking for an opportunity to make a significant impact, solve interesting challenges, and help customers. Join Vendr’s pioneering teams and help transform how companies discover, purchase, and manage software.

Though this role is remote, this candidate will need to work EST hours.

We are on the hunt for a Senior Technical Support Engineer to become a pivotal player in our dynamic technical support team. Our company prides itself on offering cutting-edge SaaS solutions within the procurement realm. This role demands a significant expertise in contract data management, integrations technologies and workflow technologies, coupled with a steadfast dedication to delivering exceptional support to our customers.

For those driven by technical problem-solving, team mentoring, and collaborative efforts to elevate the product experience, this role is for you.

What you’ll do:

Provide guidance and mentorship to front-line support representatives, creating an environment ripe for knowledge exchange and skill enhancement.
Willingness to proactively engage with customers, understanding their journey to tailor solutions that boost product engagement and satisfaction.
Deliver expert-level technical support for intricate and escalated issues, guaranteeing prompt, precise resolution.
Deepen your mastery of our SaaS offerings, staying abreast of all releases and updates.
Contribute to cross-functional initiatives, influencing product evolution and operational excellence based on hands-on customer feedback.
Build and maintain an array of technical resources—documentation, knowledge base articles, and troubleshooting guides—to ease and expedite the support process.
Collaborate with engineering and product management teams to convey customer insights, pinpoint bugs, and shape product trajectories.
Oversee the support ticketing system, upholding SLA commitments and fostering high standards of customer contentment.
Contribute to internal and external training, enhancing comprehensive understanding and proficient usage of our solutions.
Provide support leadership during system outages or large scale issues when the need arises.

What we need:

A Bachelor’s degree in Computer Science, Information Technology, or a related field, or comparable hands-on experience.
A strong track record—over 3 years in dynamic, multi-channel SaaS support environments, ideally within the procurement and finance sectors.
Exceptional communication skills, notably in communicating with customers.
An empathetic, customer-first approach, bolstered by top-notch interpersonal abilities.
The agility to translate technical concepts to a varied audience.
A history of successful interdepartmental collaboration bridging multiple departments to improve the overall customer journey.
The autonomy and initiative to thrive in brisk, evolving landscapes, with proven success in advancing team goals.
A commitment to setting and exceeding performance benchmarks.
A seasoned coach and mentor, capable of propelling team growth.
A passion for constructive feedback, both giving and receiving, particularly within the context of team development.
An innate curiosity for intricate troubleshooting and problem-solving.
Demonstrated proficiency in dissecting and resolving challenging technical issues.
An solid understanding of ERP systems, SSO, and IdP technology, especially Netsuite, Okta and Google Workspace.
The ability to write and debug SQL queries.
Possesses some network and coding experience and is a proficient debugger.
Experience with our tech stack including as Intercom, Shortcut, Metabase, Interval, Snowflake, Auth0, and Fullstory preferred.

#LI-REMOTE

Why Vendr

We’re a disruptor - we’re changing the way SaaS is purchased and managed
We have the right value proposition at this time, (we save companies time and money and help them grow efficiently)
We’re a startup with durable growth
We have great people and a strong culture, (check out our values here)
Competitive pay & benefits **applicable to U.S. employees, ask our team for details on our International benefits**

Medical, Dental, Vision with 75% company-paid premiums
HSA contribution
Flexible PTO
12 paid company holidays in addition to PTO
4% 401k matching with no vesting period
WFH stipend
Education & wellness reimbursement
All Mac environment

Vendr is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. While we are interested in qualified applicants who are permanently eligible to work for any employer in the United States, we are unable to sponsor or take over sponsorship for employment visas at this time.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

6 month growth

1 year growth

2 year growth

Benefits