Configuration Support Associate

Company: Vodori, Inc.
Location: Chicago
Posted on: April 25, 2025

Job Description:

Vodori is a rapid-growth, Series A SaaS technology company building robust, cloud-based software for life science companies. With strategic partnerships with industry leaders across CRM, regulatory compliance, and sales enablement, a robust direct sales model, and a customer base exceeding 100 diversified life sciences leaders.Is Vodori the right company for you?We may be, if you are looking for:

• a company where the work you do every day makes a difference-a difference for our customers, our growing business and your career;
• a company whose mission is to transform lives by empowering life sciences companies to bring their vital drugs, vaccines, medical devices and diagnostic solutions to market faster;
• a company whose culture embraces putting the customer first, being bold and pursuing the unexpected, supporting the team, aspiring to excellence, moving, thinking and acting swiftly and keeping things simple; and
• a company that embodies its midwestern heritage where respect, trust, transparency and humility are ever present.Configuration Support AssociateAs a Configuration Support Associate, you play a critical role in supporting customer success by combining configuration and technical expertise with strong communication and problem-solving skills. Reporting to the Technical Support Manager, you are responsible for supporting post-go-live customers through a blend of technical configuration work and direct customer interaction.You will serve as a product expert, especially for complex technical issues that fall outside the scope of tier 1 support. Your work is essential to maintaining the health and reliability of our customer environments, ensuring exceptional service, and driving ongoing improvement within the team.Responsibilities
  • Serve as a trusted contact for customers by troubleshooting issues and delivering tailored configuration solutions via email, calls, chat, or meetings.
  • Manage and own post-go-live configuration and support requests from intake through resolution, ensuring alignment with customer needs and SLAs.
  • Partner with customers to understand business needs, write up scoping documentation when necessary, think through downstream impacts, and obtain requirement approvals.
  • Implement and test configuration changes on behalf of customers using Vodori's configurable platform.
  • Reproduce and diagnose complex customer issues in a test environment, then document them thoroughly.
  • Develop deep product expertise to resolve escalated issues from Tier 1 and proactively identify opportunities for process or documentation improvements.
  • Maintain internal and customer-facing knowledge bases, including help center articles and technical documentation.
  • Use tools like Zendesk, Jira, and GitHub to manage technical tickets, track work, and log customer feedback for the Product team.
  • Collaborate closely with Technical, Product, and Customer Success teams to ensure a seamless and high-quality customer experience.Requirements
    • 1-3 years of relevant experience in technical customer support, preferably in a SaaS or cloud-based environment. Entry-level candidates with strong technical aptitude are also encouraged to apply.
    • Strong understanding of web-based applications and experience with technical troubleshooting.
    • Proven ability to independently manage tasks and communicate clearly with both technical and non-technical audiences.
    • Familiarity with change control principles and GitHub for version management.
    • Ability to prioritize work effectively and maintain high attention to detail. Capable of managing multiple tasks and priorities simultaneously.
    • Exceptional communication skills, with an ability to handle customer interactions professionally and empathetically.
    • Proficiency in SQL and spreadsheet tools (Excel or Google Sheets) is a plus.
    • Exposure to scripting or code editing (e.g., within an IDE) is helpful but not required; experience debugging, spotting syntax issues, or making light code updates is a bonus.If selected, what will we provide to you?We offer an attractive Total Rewards package that includes:
      • Company bonus program or commission plan
      • Stock options (that's right, every employee owns a piece of Vodori)
      • 401(k) with company match
      • 10 weeks paid parental leave
      • Unlimited vacation time (Yes, really!)
      • Employee recognition programsVodori is an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical), including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex, (including pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth or breastfeeding), sexual orientation, military or veteran status, or other status protected by federal, state and/or local laws.
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Keywords: Vodori, Inc., Crystal Lake , Configuration Support Associate, Other , Chicago, Illinois