Job Title: Sr. Technical Consultant - Global Technical Support
Reports to: Manager, Global Technical Support
Locations: US - Boston, MA, Houston, TX

A quick snapshot...

As a Sr. Technical Consultant at Conga, you will play a critical role within our Global Technical Support team, delivering expert-level support across Conga's suite of products, with a strong focus on Revenue and Contract Management solutions. You'll be responsible for resolving complex technical issues, partnering closely with customers and internal teams, and ensuring a high-quality, seamless support experience.

This role is both highly technical and customer-facing-you'll troubleshoot advanced issues, perform root cause analysis, and provide clear guidance to customers while collaborating with engineering and product teams to drive resolution and continuous improvement.

Are you the person we're looking for?

Experience:

• 4+ years of technical support experience in SaaS, with a focus on platforms like Salesforce, Workday, or ServiceNow.
• Proven experience in troubleshooting, resolving technical issues, and supporting enterprise SaaS products, with a preference for Salesforce, including experience with automation tools and admin/management features.

Technical Skills:

• Advanced knowledge in troubleshooting and debugging with knowledge of SQL, Java, .NET, OR Salesforce.
• Experience with reviewing code, analyzing logs, and identifying technical solutions to resolve customer issues.
• Hands-on experience with advanced SQL scripting, Salesforce (SFDC), and automation workflows.

Customer Focus:

• Strong ability to engage with customers, understand their technical needs, and provide high-quality support in a fast-paced environment.
• A customer-first mindset, with experience in handling escalated technical issues and resolving them to meet or exceed customer expectations.

Analytical Thinking:

• Demonstrated ability to apply logical and analytical thinking to diagnose complex issues, perform root cause analysis, and deliver effective solutions.

Collaboration and Communication:

• Excellent communication and interpersonal skills, with the ability to work effectively across departments, including engineering and product teams.
• Strong documentation skills, with a focus on knowledge sharing and continuous process improvement.

Education:

• Bachelor's degree in Engineering, Computer Science, or a related technical field, or equivalent experience.

Flexibility:

• The primary shift timing is between 7am MT to 6pm MT, with weekend and holiday shifts required on a rotational basis.

Here's what will give you an edge...

Key Responsibilities

Delivering Exceptional Customer Service: Provide timely, professional, and empathetic support to customers, ensuring their issues are resolved efficiently and to their satisfaction. Build strong customer relationships and act as a trusted advisor.

Technical Troubleshooting: Analyze, evaluate, and resolve technical issues related to Conga's products, ensuring timely resolutions in line with customer SLAs.

Customer Interaction: Engage directly with customers to understand their challenges, provide timely updates, and ensure their satisfaction with the support process.

Root Cause Analysis: Perform in-depth debugging and troubleshooting to identify the root cause of customer issues, including reviewing code, logs, and product configurations.

Collaboration with Engineering: Work closely with the development and product teams to escalate and resolve product-related bugs, feature requests, and critical issues that impact customers.

Documentation and Knowledge Sharing: Document technical solutions and contribute to the knowledge base for both internal teams and customers, ensuring a continuous improvement of processes.

Product Expertise: Serve as a subject matter expert for Conga's Revenue and Contract Management solutions, assisting customers with product usage, best practices, and technical guidance.

Continuous Learning: Stay up-to-date with the latest product releases, tools, and industry trends, sharing insights and suggestions for improving customer support services.

In the spirit of the Conga Way, we strive to design easy-to-understand compensation programs that are fair and free from any type of discrimination. In keeping with this approach, we are committed to delivering competitive compensation and benefits packages to our colleagues worldwide and communicating transparently about the structure of our compensation programs.

Listed below is the U.S. base salary range for this full-time position. Within the range, individual pay is determined by job-related skills, experience, and relevant education, or training. In addition to base salary, Conganeers receive a variable incentive pay component, perks such as flexible work options, and a full range of benefits including medical and dental insurance.

The posted salary ranges are for the expectations outlined in the job description. We are often open to a wide variety of profiles and sometimes have flexibility within our organizational structure to adjust the role responsibilities up or down should we select a candidate that is less or more experienced than the posted job requirements. In these occasional cases, we will communicate the revised salary range to the candidate during the selection process.

U.S base salary range:

$76,080-$121,730 USD

Did we pique your interest?

If this sounds like the kind of job you would love in the kind of environment where you would thrive, please click apply. We'd love to hear from you!

Preferred Resume Format

We accept resumes in any format, we suggest using PDF or plain text. These formats help ensure that your resume's formatting remains intact, making it easier for our recruiters to review your application promptly.

Don't meet every requirement for the role?

Studies have shown that women and members of ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Conga we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You just might be the right candidate for this or other roles.