Senior Technical Support Agent

Role Overview

• 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.

Tech Stack

• SQL

Benefits

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