Senior Technical Support Representative (REMOTE - United States)

| United States | Remote
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About Vendr 
Vendr helps people buy and sell software without friction. As the creator and leader of the SaaS buying category, Vendr has saved companies millions of dollars across tens of thousands of software purchases.
If you're eager to advance in your career and are committed to establishing a fair and transparent software purchasing ecosystem supported by top-notch data, you’ve come to the right place.
Our headquarters is in Boston, Mass., with locations in Charleston, S.C and London, England. We have employees globally who work both in-person and remotely.
At Vendr, our culture serves our team to deliver their best work. We prioritize a data-driven and transparent approach, focusing on velocity. We believe in doing what's right, not prioritizing who is right. We cultivate a curious mindset to seek out the truth and share data with those who can benefit.
Above all, kindness is at the core of our culture, where generosity and consideration for others are highly valued. In everything we do, honesty and transparency are paramount, as they're essential in building trust with our customers and one another.
→ Learn more about our values.


Since 2019, we have:

  • Managed billions in software spend on behalf of our customers
  • Saved hundreds of millions of dollars for our customers across tens of thousands of software negotiations
  • Provided our customers with unprecedented visibility into their software stacks, enabling them to identify opportunities for improvement and cost savings
  • Utilized our industry-leading data to make the SaaS buying process more clear, transparent and accessible
  • Assisted our customers in developing a data-driven approach to SaaS purchasing
  • Collaborated with professionals in finance, IT, procurement, and department heads to enhance their process maturity and modernize their business processes


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 role will be required to work EST hours. 

We are on the hunt for a Senior Technical Support Representative 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.
  • Take on escalated and complex issues, delving into the tech stack to discern and address root causes, thus demonstrating deep technical acuity.
  • 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 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 drafting concise, impactful documentation.
  • An innate curiosity for intricate troubleshooting and problem-solving.
  • An understanding of ERP systems, SSO, and IdP frameworks.
  • Demonstrated proficiency in dissecting and resolving challenging technical issues.
  • An empathetic, customer-first approach, bolstered by top-notch interpersonal abilities.
  • A seasoned coach and mentor, capable of propelling team growth.
  • 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.
  • A passion for feedback, both giving and receiving, particularly within the context of team development.
  • A commitment to setting and exceeding performance benchmarks.
  • The autonomy and initiative to thrive in brisk, evolving landscapes, with proven success in advancing team goals.
  • Familiarity with a suite of tools including as Intercom, Shortcut, Metabase, Interval, Github, Statuspage, 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.

More Information on Vendr
Vendr operates in the Enterprise Web industry. The company is located in Boston, MA. Vendr was founded in 2019. It has 375 total employees. It offers perks and benefits such as Friends outside of work, Open door policy, OKR operational model, Team based strategic planning, Group brainstorming sessions and Dental insurance. To see all 5 open jobs at Vendr, click here.
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