Senior Technical Support Agent

This is a fully remote position, open to applicants in Poland.

📋 Description

• Take ownership of intricate, high-impact customer cases, acting as the main escalation point and delivering comprehensive, professional resolutions that frequently necessitate extensive cross-functional collaboration.

• Utilize advanced technical knowledge to assess and troubleshoot end-to-end customer data models, examining calculation logic, dependencies, and data flows to identify configuration gaps and the root causes of discrepancies.

• Effectively communicate with both technical and non-technical audiences to clarify issues, track progress, and convey outcomes.

• Actively collaborate with Product, Engineering, and Customer Success teams to relay technical issues, close feedback loops, and prevent recurring problems through systematic solutions.

• Develop in-depth expertise in CaptivateIQ's platform, data structures, and the wider domain of sales compensation and business logic.

• Work with internal teams to enhance workflows, documentation, and tools that support scalable operations. Recognize patterns and propose process improvements to boost efficiency and customer satisfaction.

• Offer actionable feedback to guide product enhancements and improve usability.

• Promote consistency and quality in customer communications. Clearly translate complex technical findings into straightforward, professional, and actionable insights for both technical teams and non-technical stakeholders.

• Lead or make substantial contributions to initiatives that improve support processes, tools, internal documentation, and knowledge sharing to ensure team scalability and efficiency.

⛳️ Requirements

• Over 5 years of experience in a technical, data-oriented, customer-facing role — preferably supporting Incentive Compensation Management (ICM), financial modeling, or analytics SaaS platforms.

• Practical experience with SQL for querying, validating, and troubleshooting customer data.

• Proficient in Microsoft Excel, including handling and manipulating multi-source, high-volume datasets.

• Proven expertise in analyzing and troubleshooting complete data models (including calculation logic, dependencies, integrations, and data flows) to identify and resolve configuration gaps and financial discrepancies.

• Demonstrated success in owning and effectively driving the resolution of highly complex customer and system issues in a fast-paced, data-centric environment.

• Exceptional communication skills, with the capacity to articulate technical concepts clearly to both technical and non-technical audiences.

• Experience in collaborating cross-functionally to enhance processes, tools, or customer outcomes.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development