Supplier.io

Role Description The Product Support Specialist will serve as a critical point of contact between supplier.io's customers and its internal teams, ensuring timely resolution of product-related issues and delivering a best-in-class support experience. This role works cross-functionally with Engineering, Product, and Customer Success to drive issue resolution, improve product adoption, and contribute meaningfully to supplier.io's mission of advancing supplier diversity. What You Will Do - Customer Support and Issue Resolution - Serve as the primary point of contact for customer-reported product issues, inquiries, and escalations via ticketing systems, email, and virtual calls. - Diagnose, troubleshoot, and resolve technical and functional issues related to the supplier.io platform, ensuring timely resolution within defined SLA thresholds. - Manage and prioritize a queue of open cases, providing clear and consistent communication to customers throughout the resolution lifecycle. - Identify recurring issues and escalate systemic problems to the Engineering or Product teams with detailed documentation and reproduction steps. - Technical Investigation and Root Cause Analysis - Investigate product defects, data discrepancies, and workflow failures by analysing logs, database records, and system configurations. - Use internal tools, SQL queries, and platform dashboards to trace issue root causes and validate resolution outcomes. - Collaborate with Engineering teams to reproduce bugs, validate fixes in staging environments, and confirm resolutions before communicating back to customers. - Maintain a structured record of investigation findings, workarounds, and resolution steps for future reference and knowledge sharing. - Customer Onboarding and Product Guidance - Guide customers through product features, configurations, and best practices to maximize platform adoption and value realization. - Deliver clear, accessible explanations of technical concepts to non-technical stakeholders through written and verbal communication. - Conduct walkthrough sessions with customers to address usage questions, clarify product behavior, and support onboarding milestones. - Proactively identify customers at risk of dissatisfaction and coordinate with Customer Success Managers on retention and resolution strategies. - Documentation and Knowledge Management - Create and maintain high-quality support documentation including FAQs, troubleshooting guides, and known issue articles in the internal knowledge base. - Document case details accurately within the CRM/ticketing system, capturing customer context, investigation steps, and resolution outcomes. - Contribute to the continuous improvement of support processes by identifying knowledge gaps and suggesting process enhancements. - Cross-Functional Collaboration - Partner with Product Management to communicate customer pain points and feature requests that inform roadmap prioritization. - Coordinate with the Implementation and Delivery teams to ensure smooth handoffs for customers transitioning from onboarding to steady-state support. - Participate in product release reviews to stay current on new features, known issues, and changes that may impact the support queue. Qualifications - 4–6 years of experience in a product support, technical support, or customer success role within a SaaS or enterprise software environment. - Demonstrated experience managing customer escalations and driving issue resolution in a high-volume, fast-paced environment. - Prior experience working with CRM and ticketing systems such as Salesforce, Zendesk, Jira Service Management, or similar platforms. Requirements - Technical Skills - Proficiency in SQL for querying databases to investigate data-related issues and validate system behavior. - Familiarity with REST APIs and the ability to use API testing tools such as Postman to diagnose integration-related issues. - Working knowledge of cloud-based SaaS platforms and standard web technologies (browsers, authentication, data formats such as JSON/CSV). - Ability to read and interpret application logs and system-generated error messages to support root cause analysis. - Analytical and Problem-Solving Skills - Strong structured thinking with the ability to break down ambiguous issues into clear, investigable components. - Ability to manage and prioritize multiple open cases simultaneously while maintaining quality and SLA adherence. - Detail-oriented with a methodical approach to troubleshooting and documentation. - Communication and Customer Engagement - Excellent written and verbal communication skills in English, with the ability to simplify technical information for a non-technical audience. - Proven ability to build trust with customers through consistent, empathetic, and solution-oriented communication. - Experience collaborating with remote and cross-functional teams across multiple time zones. Nice to have - Experience in supplier diversity, procurement, or supply chain technology domains. - Familiarity with data quality, entity matching, or business firmographic data concepts. - Exposure to agile development processes and ability to work closely with Engineering and Product teams. - ITIL Foundation certification or equivalent support framework knowledge is a plus.

• Own and deliver the annual revenue plan across Supplier.io’s full product portfolio. • Define and execute an integrated go-to-market strategy. • Develop and maintain a clear ideal customer profile and pricing framework. • Partner closely with the CEO, CFO, and Board to set revenue targets. • Ensure the commercial motion across both product lines is coherent and differentiated. • Protect and grow revenue from Supplier.io's established supplier diversity and intelligence platform. • Identify and close net-new logos within the core supplier diversity and intelligence space. • Build and own the commercial motion for Atlas from the ground up. • Lead complex, multi-stakeholder enterprise sales cycles. • Drive net-new pipeline within a target ICP of organizations in the $1B+ revenue range. • Lead, coach, and develop the full Supplier.io sales organization. • Recruit and retain top sales talent in the team.

• Design, build, and iterate on ML-based entity resolution systems that match, link, and deduplicate supplier records across disparate data sources to produce trusted golden records • Build, train, and refine NLP and ML models (e.g., XGBoost, search ranking models) for supplier matching, classification, and data enrichment, with a focus on improving accuracy and recall • Evaluate and integrate emerging approaches, including LLMs, into our entity resolution and data intelligence workflows • Own the full ML model lifecycle: feature engineering, training, evaluation, monitoring, feedback loops, and iterative tuning in partnership with data engineering and product teams • Translate model results into business impact and clearly communicate tradeoffs, performance metrics, and recommendations to non-technical stakeholders • Build and maintain data products end-to-end, operationalize them within production data pipelines, and ensure they deliver reliable, scalable results • Execute and influence a cohesive data strategy that aligns with company objectives and supports analytics, reporting, and downstream product use cases • Own complex data modeling initiatives, including dimensional and analytical models that support business intelligence and advanced analytics • Drive continuous improvement by optimizing data pipelines, query performance, reliability, observability, and cost efficiency • Partner with Infrastructure, Product, and Engineering teams to ensure data systems meet best practices, security standards, and business needs • Create and maintain comprehensive technical documentation, including architecture diagrams, data flow maps, runbooks, and operations procedures • Troubleshoot and resolve complex, cross-system data issues and incidents.

Role Description The Senior Product Marketing Manager will play a critical role in ensuring that our Sales and customer-facing teams are fully equipped to position, sell, and support Supplier.io’s expanding product portfolio. This role sits at the intersection of Product, Marketing, Sales, and Customer Success teams and is essential to driving internal readiness, product fluency, and successful go-to-market execution. You’ll thrive in this role if you enjoy translating product capabilities into clear value stories, creating structured enablement programs, and building the tools and messaging that empower teams to succeed. This position is ideal for someone who understands B2B SaaS, loves crafting narratives, and wants to shape how Supplier.io brings new products and enhancements to market. Qualifications - 7+ years in Product Marketing, Product Enablement, or related B2B SaaS roles. - Experience owning, developing and executing GTM strategies, positioning, and messaging. - Experience building training content, release communications, and enablement frameworks. - Strong storytelling, communication, and presentation skills. - Experience owning or materially supporting pricing and packaging strategies. - Excellent project management and cross-functional leadership skills. - Analytical mindset with the ability to translate insights into clear recommendations. - Bonus: Experience in procurement, supplier data, supply chain, or AI-driven SaaS. Requirements - Deeply understand buyer personas, market trends, and customer needs. - Translate insights into recommendations that influence roadmap, messaging, and positioning. - Build and maintain a repository of customer insights, use cases, and value drivers. - Own and lead end-to-end GTM strategy for new products and major releases, including positioning, messaging, launch plans, and field readiness. - Drive cross-functional coordination across Product, Sales, CS, and Marketing to ensure successful launch and adoption. - Assess customer success and sales inputs to update the ICP based on high-value customers. - Maintain strong project management discipline to drive timelines, manage dependencies, and deliver high-quality enablement resources. - Own all release communications, including release notes, newsletters, customer-facing feature summaries, and internal updates. - Ensure teams have the messaging, tools, and context needed to drive adoption of new features and updates. - Create and drive differentiated product positioning that clearly communicates the value and business outcomes of our solutions. - Develop, with the Marketing team, persuasive messaging frameworks for marketing campaigns, website content, sales collateral, and other promotional initiatives. - Translate complex features into clear business outcomes for non-technical audiences. - Equip Sales, CS, and Partners with the product knowledge, messaging, and tools needed to position and support our solutions. - Create high impact internal training materials, including product guides, training decks, FAQs, buyer journeys, competitive feature comparisons, and messaging guides. - Improve product knowledge through structured onboarding and ongoing enablement programs. - Partner closely with Sales and customer-facing teams to ensure successful product adoption, consistent messaging, and field readiness. - Own pricing and packaging strategy, including development, refinement, and rollout. - Conduct competitive and market research to inform pricing decisions and positioning. - Work with GTM Ops to operationalize pricing across tools. - Develop internal guidance on pricing rationale, value drivers, objection handling, and deal structuring to support GTM teams. - Create training assets that clearly articulate packaging tiers, included features, upgrade paths, and cross-sell/upsell recommendations. Benefits - We do not accept unsolicited resumes from recruitment/search firms. - Supplier.io participates in E-Verify. - Supplier.io is an Equal Employment Opportunity employer. - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. - Supplier.io is unable to sponsor work visas (e.g., H-1B, TN, OPT, etc.) for US positions. - If you require reasonable accommodation to complete the application or interview process, please contact the Human Resources department at hr@supplier.io or 978-843-5747.

• Execute our cohesive data strategy that aligns with company objectives. • Lead the design, development, and evolution of Supplier.io data architecture, ensuring scalability, reliability, performance and security. • Execute and influence a cohesive data strategy that aligns with company objectives and supports analytics, reporting, and downstream product use cases. • Design, build, and maintain robust, cloud-native data pipelines and data warehouses, with Snowflake as a core component of the platform. • Own complex data modeling initiatives, including dimensional and analytical models that support business intelligence and advance analytics. • Evaluate, introduce, and integrate new tools, technologies, and methodologies, while aligning legacy counterparts for improved data ingestion, transformation, storage, and processing. • Drive continuous improvement by optimizing data pipelines, query performance, reliability, observability, and cost efficiency. • Partner with Infrastructure, Product, Analytics, and Engineering teams to ensure data systems meet best practices, security standards, and business needs. • Provide technical leadership and mentorship to other data engineers, contributing to code reviews, design discussions, and engineering standards. • Create and maintain comprehensive technical documentation, including architecture diagrams, data flow maps, runbooks, security considerations, and operations procedures. • Participate in agile planning and executive, contributing to estimation, prioritization, and delivery of high-impact data initiatives. • Troubleshoot and resolve complex, cross-system data issues and incidents.

• Deeply understand buyer personas, market trends, and customer needs. • Translate insights into recommendations that influence roadmap, messaging, and positioning. • Build and maintain a repository of customer insights, use cases, and value drivers. • Lead GTM strategy for new products and major releases, including positioning, messaging, launch plans, and field readiness. • Drive cross-functional coordination across Product, Sales, CS, and Marketing. • Own all release communications, including release notes, newsletters, customer-facing feature summaries, and internal updates. • Create differentiated product positioning that clearly communicates the value and business outcomes of our solutions. • Equip Sales, CS, and Partners with the product knowledge, messaging, and tools needed to position and support our solutions. • Own pricing and packaging strategy, including development, refinement, and rollout. • Create training assets that clearly articulate packaging tiers, included features, upgrade paths, and cross-sell/upsell recommendations.