Senior Technical Support Agent

About the Role

Job Location

Remote

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.
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:
• 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.

Originally posted on Himalayas