CaptivateIQ
Senior Technical Solutions Consultant
13 ч. назад
Страна неизвестнаSeniorRemote
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As a Senior Technical Solutions Consultant, you'll be part of the Global Support team helping customers solve complex technical challenges on CaptivateIQ's platform, collaborating cross-functionally to improve product and support processes.
About the company
- CaptivateIQ works with a third-party Employer of Record to handle compliance, payroll, and, as applicable, benefits on our behalf.
Responsibilities
- Develop deep expertise in CaptivateIQ's platform, data structures, and calculation capabilities to effectively troubleshoot complex issues and help customers get the most out of the product.
- Own and resolve complex customer issues that require in-depth technical investigation, root cause analysis, and collaboration across teams to deliver effective, lasting solutions.
- Apply advanced technical expertise to evaluate customer data models, calculation logic, and data flows, identifying configuration gaps, dependencies, and inconsistencies that impact calculation accuracy and expected outcomes.
- Clearly communicate technical issues, investigation progress, and resolutions to customers and internal teams, adapting the level of detail to the audience.
- Partner with Product, Engineering, and Customer Success to identify recurring technical issues, share customer feedback, and drive improvements that prevent problems from recurring.
- Lead or significantly contribute to initiatives that enhance support processes, tools, internal documentation, and knowledge sharing to ensure team scalability and efficiency.
- Work a scheduled shift aligned with European, US Eastern, or US Pacific business hours as part of our global Support team. Shift assignments may vary based on team coverage needs.
- Participate in an on-call rotation to provide after-hours support, ensuring timely resolution of critical issues and maintaining system uptime.
Requirements
- 5+ years of experience in a technical, customer-facing role working with B2B SaaS applications, particularly those involving data modeling, complex calculations, formulas, reporting, or configurable business logic.
- Experience with tools such as Anaplan, Power BI, Excel, SQL, or similar data-driven platforms is a plus.
- Hands-on experience working with complex datasets, including data structures, joins, unions, and transformations, with the ability to use analytical and AI-assisted tools to investigate discrepancies and troubleshoot data issues.
- Proficiency in Excel or similar spreadsheet tools, including advanced formulas, data manipulation, lookups, and working with large datasets from multiple sources.
- Excellent analytical and problem-solving skills, with the ability to break down complex issues, identify patterns, and work through unfamiliar technical challenges independently.
- Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and colleagues with varying levels of technical expertise.
- Experience collaborating cross-functionally to improve processes, tools, or customer experience.
Nice to have
- Experience with enterprise SaaS platforms involving complex calculations, data modeling, or business planning, such as CaptivateIQ, Anaplan, Pigment, Xactly, Varicent, SAP Commissions, or similar.
- Background in financial modeling, business analytics, revenue operations, or other roles involving complex data and calculation logic.
- Familiarity with Python, JavaScript, or AI-assisted tools for automating analysis, troubleshooting, or validating data.
- Experience with business intelligence and data visualization tools such as Power BI, Tableau, or similar platforms.