We're a growing team, and as we scale, so does our need to focus on expanding our customer operation support team. You'll be joining a people-focused company, and as a Support Engineer, you will augment our team that provides solutions to customer technical issues related to our pricing and margin management application suite. This customer-facing role requires solid communication skills, independent thought, robust problem-solving abilities, and the capacity to stay structured despite a steady workload without evident project milestones.

The role offers an opportunity to deepen your expertise in the following technologies (only the major ones listed):

· SQL/T-SQL.

· MSSQL.

· Internet Information Services (IIS)

· XML, XSD/XSLT.

· Visual Studio.

· Windows/MacOS

THE OPPORTUNITY

• Promptly addressing customers' inquiries, problem reports, and requests; conducting comprehensive and efficient root cause analyses leading to problem resolution.
• Collaborating with the Support team to diagnose, troubleshoot, and rectify customer issues.
• We offer guidance and help with environment configuration, product setup, upgrade paths, and available information resources (including documentation and knowledge base content creation).
• Cooperating with configuration engineers and engineering teams to address technical issues reported.
• Directing customers' IT resources to resolve support cases efficiently and effectively, preventing escalation or aggravation of existing problems.
• Routingly reporting statuses to customers upon request, including scheduled status calls; apprising management of critical issues, urgent client requests, and escalations.
• In addition to other duties as assigned.

THE SKILL SET

• 2-4 years of experience in support.
• Demonstrated ability to deliver exceptional customer service, consistently exceeding customer expectations by understanding their business needs and providing tailored solutions.
• Expertise in maintaining high-quality communication, ensuring customer inquiries are handled promptly and effectively. Skilled at conveying complex technical information to a non-technical audience.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues, fostering a positive support experience even during challenging interactions.
• Proven track record in improving customer satisfaction and loyalty by utilizing proactive support methods, including regular check-ins and feedback collection.
• Experience in developing and enhancing technical documentation, user guides, FAQs, and knowledge base articles to empower customers to resolve their own queries.
• Comfortable in using customer relationship management (CRM) tools such as Salesforce, as well as project management tools such as JIRA, Teams, and Slack for efficient workflow management.
• Adept at fostering strong relationships with internal teams, such as configuration engineers and engineering teams, to ensure a comprehensive solution is provided to the customers.
• Proven ability to handle high-pressure situations professionally, managing multiple issues and projects without compromising on quality.
• Skilled at identifying and reporting product improvement opportunities based on customer feedback and personal experience.
• Strong commitment to continuous learning and improvement, staying updated with new product features, industry trends, and best practices for customer support.
• Openness to learn about the pricing domain and comprehend our customers' business requirements.
• Familiarity with XML/XSD/XSL.
• Knowledge of SQL databases.
• Familiarity with MSSQL.
• Preferred knowledge of the Windows server (and IIS) and client platform (browser security concepts and technologies, Microsoft Excel formulas, web queries, pivot tables).

THE BENEFITS

• Flexibility to work from home or in the office, depending on what works best for you
• Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take vacation during the year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
• 16 weeks of paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work 
• $110 a month to cover your cell phone and internet expenses 
• High-end laptop (Dell XPS or Mac)
• Competitive pay and bonus/commission
• Comprehensive health, detail, vision, and mental benefit options (PPO, FSA, HSA)
• 401k plan with a 3% employer non-election contribution

The national minimum salary is $72,300 a year + bonus and benefits. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

*Note: Disclosure as required by CA, CO, NY, and WA Pay Transparency Law

THE VENDAVO STORY 

Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors like Ford, Avnet, and Medtronic to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.

OUR SAAS PRODUCTS 

Our B2B pricing and selling solutions include Vendavo Intelligent CPQ, Margin Bridge Analyzer, Profit Analyzer, Business Risk and Sales Alerts, Vendavo Sales Optimizer, Deal Price Optimizer, Vendavo Pricepoint, and Rebate & Channel Manager. You can learn more about our products here.

OUR FUNDING

We are backed by two of the top high-tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.

OUR CULTURE & YOU

We collaborate with our customers unlike any others in our industry. Anchored in our values (Honor Our Commitments, Results Matter, Easy and Enjoyable, Innovative Wisdom, and Celebration of Community), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.

Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you’re part of a company that’s committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.

California residents applying for positions at Vendavo can see our privacy policy here.

OUR TEAM IS GROWING. YOU WILL TOO.