Careers

Location: America/East Coast Timezone

Employment Type: Full-Time

About NPI and Vantage

NPI is a leading provider of IT price benchmarking and contract optimization services for large enterprises. Our proprietary SaaS platform, Vantage, enables internal analysts and clients to benchmark large software purchases and renewals to ensure fair market pricing. Clients also use Vantage to submit new benchmarks, review existing results, and gain strategic insights into IT procurement.

We are seeking our first dedicated Technical Support Manager for the Vantage platform — a pivotal hire who will establish and shape the technical support function at NPI.

Position Overview

As Technical Support Manager, you will serve as the front line of support for internal teams and external clients, resolving technical issues, answering user questions, and ensuring the smooth operation of the Vantage application. You will develop deep expertise in every aspect of the platform and collaborate closely with product management, engineering, and QA to ensure an exceptional customer experience.

You will manage Tier 1 support directly, escalate complex issues to engineering when necessary, and proactively identify trends to prevent future problems. This is a high-visibility role with a direct impact on client satisfaction and the continued success of Vantage.

Key Responsibilities

• Act as the primary point of contact for all internal and external Vantage support requests
• Diagnose and resolve Tier 1 technical issues promptly and professionally
• Document, track, and monitor issues in a ticketing system, ensuring full resolution
• Collaborate with engineering to escalate and resolve complex or recurring problems
• Develop and maintain a knowledge base of FAQs, troubleshooting guides, and user documentation, leveraging AI tools to accelerate content creation and ensure accuracy
• Onboard new clients with technical orientation and early-stage support
• Track and analyze support metrics (ticket volume, resolution times, satisfaction ratings) and report trends
• Provide product management with actionable feedback on recurring issues and user experience improvements
• Stay up to date on all new Vantage features, workflows, and integrations

Required Qualifications

• Bachelor’s degree in Management Information Systems (MIS), Computer Science, or related field (or equivalent practical experience)
• 3+ years in a technical support role for a SaaS or enterprise software platform
• Strong problem-solving and troubleshooting abilities with the capacity to explain technical concepts to non-technical users
• Excellent verbal and written communication skills
• Proven project management and organizational skills
• Ability to leverage AI tools to enhance productivity, including automating routine responses and building comprehensive knowledge bases
• Ability to work independently while collaborating effectively across teams

Preferred Skills & Experience

• Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Desk)
• Familiarity with SaaS architectures, web technologies, and APIs
• Understanding of authentication and access control (e.g., SSO, OAuth, Auth0)
• Exposure to enterprise IT environments, especially in procurement or contract management
• Experience creating user guides, documentation, or training materials
• Ability to analyze and use support metrics for continuous improvement

Why This Role is Exciting

This is a rare opportunity to build a professional support function from the ground up. You will define the processes, tools, and standards that will serve our users for years to come. You will work closely with product and engineering leaders, gain deep domain knowledge of a complex enterprise SaaS platform, and make a measurable impact on client satisfaction and success.