Senior Technical Consultant

This is a fully remote position, open to applicants in Massachusetts, +1 more state.

📋 Description

• Play an essential role within our Global Technical Support team, providing expert-level assistance across Conga’s product suite, particularly focusing on Revenue and Contract Management solutions.

• Accountable for resolving intricate technical challenges, collaborating closely with customers and internal teams, and ensuring a high-quality, seamless support experience.

• Troubleshoot complex issues, conduct root cause analysis, and offer clear guidance to customers while partnering with engineering and product teams to drive solutions and continuous enhancements.

• Uphold customer trust and satisfaction by guaranteeing timely, accurate, and effective resolution of technical obstacles.

• Contribute to the ongoing enhancement of our support operations by documenting solutions, identifying product deficiencies, and collaborating with internal teams to improve product quality and support processes.

⛳️ Requirements

• 4+ years of technical support experience in SaaS, with an emphasis on platforms such as Salesforce, Workday, or ServiceNow.

• Proven expertise in troubleshooting, resolving technical issues, and supporting enterprise SaaS products, particularly Salesforce, including experience with automation tools and admin/management features.

• Advanced understanding of troubleshooting and debugging, with knowledge of SQL, Java, .NET, or Salesforce.

• Experience in reviewing code, analyzing logs, and identifying technical solutions to address customer issues.

• Practical experience with advanced SQL scripting, Salesforce (SFDC), and automation workflows.

• Strong capability to engage with customers, comprehend their technical requirements, and deliver high-quality support in a fast-paced environment.

• A customer-centric mindset, with experience in managing escalated technical issues and resolving them to meet or surpass customer expectations.

• Demonstrated ability to apply logical and analytical thinking to diagnose complex problems, perform root cause analysis, and provide effective solutions.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments, including engineering and product teams.

• Strong documentation abilities, with a focus on knowledge sharing and ongoing process improvement.

• Bachelor’s degree in Engineering, Computer Science, or a related technical field, or equivalent experience.

🏝️ Benefits

• Health insurance

• Flexible work options

• Full range of benefits including medical and dental insurance