Senior Technical Support Agent

CaptivateIQ is transforming how companies plan, manage, and optimize sales performance. We are looking for a Senior Technical Solutions Consultant to join our global team and serve as a critical technical expert and escalation point for our high-growth customers.

Key responsibilities

• Own and resolve complex, high-impact customer cases, serving as the primary escalation point and driving thorough, professional resolutions.
• Apply advanced technical expertise to analyze and troubleshoot end-to-end customer data models, reviewing calculation logic and data flows.
• Proactively partner with Product, Engineering, and Customer Success teams to communicate technical issues and drive the prevention of recurring problems.
• Develop deep product and domain expertise in our platform, data structures, and the broader domain of sales compensation and business logic.
• Lead initiatives that enhance support processes, tools, internal documentation, and knowledge sharing to ensure team scalability.

Requirements

• 5+ years of experience in a technical, data-driven, customer-facing role, ideally supporting SaaS platforms.
• Hands-on experience with SQL for querying, validating, and troubleshooting customer data.
• Proficiency in Microsoft Excel, including managing and manipulating multi-source, high-volume datasets.
• Demonstrated expertise in analyzing and troubleshooting end-to-end data models to diagnose configuration gaps and financial discrepancies.
• Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.

What we offer

• The opportunity to work in a fully remote environment with a fast-growing, talented team.
• A chance to solve complex, impactful problems in the sales performance management space.
• Collaboration with industry-leading companies and a supportive, cross-functional work culture.