Senior Technical Support Agent

CaptivateIQ

Senior Technical Solutions Consultant resolving complex product and data challenges at CaptivateIQ. Collaborating with global support teams to enhance operational efficiency and customer success.

Posted 5/26/2026full-timeRemote • 🇵🇱 PolandSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLdata modelingfinancial modelinganalyticsExceltroubleshootingconfiguration analysisdata flow analysiscalculation logicdata validation

Soft Skills

communicationcross-functional collaborationproblem-solvingcustomer serviceprocess improvementfeedback deliveryprofessionalismtechnical translationinitiative leadershipefficiency enhancement