Senior Technical Support Agent
CaptivateIQ
IT, Customer Service
Poland
Posted 6+ months ago
CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. We started by revolutionizing incentive compensation management, and now we're expanding our platform to solve broader sales planning challenges. Recognized by industry analysts like Forrester and G2 and backed by top-tier investors, including Sequoia, ICONIQ, Accel, and Sapphire Ventures, we empower high-growth companies like Netflix, Figma, and Stripe with the flexibility and insights needed to drive revenue performance.
Join a talented, fast-growing team committed to solving some of the most complex and impactful problems in sales performance management.
About the Role
As a Senior Technical Solutions Consultant, you will serve as a critical technical expert and escalation point within the Global Support Team. You’ll own and resolve the most complex product and data challenges, significantly contributing to operational efficiency and customer success.
This role requires a proven ability to perform deep-dive root cause analysis, especially concerning data modeling and configuration, while driving improvements in our processes and tools. It's an ideal fit for a highly analytical, communicative, and detail-oriented problem-solver ready to mentor peers and champion exceptional post-implementation support.
Job Location
The candidate selected for this opportunity must reside near one of the following locations:
Remote
- Poland
Responsibilities
- 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.
Bonus Points
- Direct experience with ICM or sales compensation platforms (CaptivateIQ, Anaplan, Pigment, Xactly, Varicent, SAP Commissions, or similar).
- Background in finance, financial modeling, or sales compensation operations.
- Basic scripting experience (Python, JavaScript, or similar) for automating analysis or data validation.
- Experience with Tableau or other data analysis/BI tools.
Notice for Prospective Candidates
- Only emails from @captivateiq.com should be trusted.
- Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
- Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
- Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
- Ask candidates to make a payment in order to be considered for a position.
- Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
- Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.
We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:
#BI-Remote