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Senior Technical Support Agent

1 month ago
Poland
Full-time
Senior
Technical Support Engineer
Data Science and Analytics
JavaScript Python SQL Tableau
Apply Now
CaptivateIQ

CaptivateIQ

CaptivateIQ is the agile commission solution that simplifies sales expenses and drives business growth with automated data management and real-time earnings visibility.

Internet Software & Services
251-1K
Founded 2017
$165M raised
View All Jobs 23

Description

  • Own and resolve complex, high-impact customer cases as the primary escalation point.
  • Analyze and troubleshoot end-to-end customer data models, including calculation logic, dependencies, data flows, and configuration gaps.
  • Perform deep root cause analysis to identify drivers of discrepancies and recurring issues.
  • Communicate clearly with technical and non-technical stakeholders about issues, progress, and resolutions.
  • Partner with Product, Engineering, and Customer Success to close feedback loops and prevent recurring problems.
  • Develop deep expertise in CaptivateIQ’s platform, data structures, and sales compensation domain.
  • Improve workflows, documentation, and tooling that support scalable support operations.
  • Identify patterns and recommend process improvements to increase efficiency and customer experience.
  • Translate complex technical findings into clear, actionable insights for internal teams and customers.
  • Lead or contribute to initiatives that strengthen support processes, knowledge sharing, and team scalability.

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 for managing and manipulating multi-source, high-volume datasets.
  • Strong experience analyzing and troubleshooting end-to-end data models, including calculation logic, dependencies, integrations, and data flows.
  • Proven ability to own and drive resolution of highly complex customer and system issues in a fast-paced environment.
  • Excellent communication skills with the ability to explain technical concepts to technical and non-technical audiences.
  • Experience collaborating cross-functionally to improve processes, tools, or customer outcomes.
  • Direct experience with ICM or sales compensation platforms such as CaptivateIQ, Anaplan, Pigment, Xactly, Varicent, or SAP Commissions is preferred.
  • Background in finance, financial modeling, or sales compensation operations is preferred.
  • Basic scripting experience with Python, JavaScript, or similar is preferred.
  • Experience with Tableau or other data analysis/BI tools is preferred.
  • Must reside near Remote - Poland.

Interested in this position?

Apply directly on the company website

Apply Now

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