Senior Technical Support Agent

🕒 May 26

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CaptivateIQ

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

💸 Finance

🏢 Enterprise

💰 $100M Series C on 2022-01

Finance • Software as a Service (SaaS) • Enterprise

CaptivateIQ is a modern sales commission solution that helps businesses to significantly improve revenue performance. By automating and simplifying the entire commission process, it allows sales teams to focus on selling rather than administrative tasks. The platform offers tools for real-time visibility and analytics, which motivate sales representatives and offer insights to sales leaders. CaptivateIQ's solution is flexible, transparent, and designed to scale with growing businesses, offering features like AI-powered intelligence and SmartGrid™ technology. Notably, it caters to various industries such as financial services, manufacturing, media and entertainment, among others, providing a strategic advantage in managing and optimizing sales performance management initiatives.

📋 Description

• Own and resolve complex, high-impact customer cases, serving as the primary escalation point and driving thorough, professional resolutions that often require deep cross-functional coordination. • Apply advanced technical expertise to analyze and troubleshoot end-to-end customer data models, reviewing calculation logic, dependencies, and data flows to uncover configuration gaps and root-cause drivers of discrepancies. • Communicate effectively with both technical and non-technical audiences to clarify issues, progress, and outcomes. • Proactively partner with Product, Engineering, and Customer Success to communicate technical issues, close feedback loops, and drive the prevention of recurring problems through systematic fixes. • Develop deep product and domain expertise in CaptivateIQ's platform, data structures, and the broader domain of sales compensation and business logic. • Partner with internal teams to improve workflows, documentation, and tooling that support scalable operations. Identify patterns and recommend process improvements to enhance efficiency and customer experience. • Provide actionable feedback to inform product enhancements and improve usability. • Champion consistency and quality across customer communications. Effectively translate complex technical findings into clear, professional, and actionable insights for both technical teams and non-technical stakeholders. • Lead or significantly contribute to initiatives that enhance support processes, tools, internal documentation, and knowledge sharing to ensure team scalability and efficiency.

🎯 Requirements

• 5+ years of experience in a technical, data-driven, customer-facing role — ideally supporting Incentive Compensation Management (ICM), financial modeling, or analytics 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 (including calculation logic, dependencies, integrations, and data flows) to diagnose and resolve configuration gaps and financial discrepancies. • Proven success owning and efficiently driving resolution for highly complex customer and system issues in a fast-paced, data-driven environment. • Excellent communication skills, with the ability to explain technical concepts clearly to technical and non-technical audiences. • Experience collaborating cross-functionally to improve processes, tools, or customer outcomes.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development