Senior Technical Support Agent

Location: Remote, Poland Department: Customer Experience – Customer Enablement & Support Employment Type: Full-time CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. We started by revolutionizing incentive compensation management, and now we're expanding our platform to solve broader sales planning challenges. Recognized by industry analysts like Forrester and G2 and backed by top-tier investors, including Sequoia, ICONIQ, Accel, and Sapphire Ventures, we empower high-growth companies like Netflix, Figma, and Stripe with the flexibility and insights needed to drive revenue performance. Join a talented, fast-growing team committed to solving some of the most complex and impactful problems in sales performance management.

About the Role

As a Senior Technical Solutions Consultant, you will serve as a critical technical expert and escalation point within the Global Support Team. You’ll own and resolve the most complex product and data challenges, significantly contributing to operational efficiency and customer success. This role requires a proven ability to perform deep-dive root cause analysis, especially concerning data modeling and configuration, while driving improvements in our processes and tools. It's an ideal fit for a highly analytical, communicative, and detail-oriented problem-solver ready to mentor peers and champion exceptional post-implementation support.

Job Location

The candidate selected for this opportunity must reside near one of the following locations:

Remote
Poland

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,...
Proven ability to manage complex customer/system issues efficiently.
Excellent communication skills for diverse audiences.
Experience working cross-functionally to improve processes or outcomes.

Bonus Points

Experience with ICM or sales compensation platforms (CaptivateIQ,...
Background in finance or financial modeling.
Basic scripting skills (Python,...
Experience with Tableau or BI tools.

Additional Notes

Only @captivateiq.com email communications are official; beware of recruitment scams.
Hiring process may use AI tools but final decisions are human-made.