Note: The job is a remote job and is open to candidates in USA. Conga is a company that aligns commercial operations to help businesses run smarter. As a Sr. Technical Consultant, you will deliver expert-level support for Conga’s products, focusing on Revenue and Contract Management solutions, resolving complex technical issues while ensuring a high-quality support experience.
Responsibilities
- 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
- Analyze, evaluate, and resolve technical issues related to Conga’s products, ensuring timely resolutions in line with customer SLAs
- Engage directly with customers to understand their challenges, provide timely updates, and ensure their satisfaction with the support process
- Perform in-depth debugging and troubleshooting to identify the root cause of customer issues, including reviewing code, logs, and product configurations
- Work closely with the development and product teams to escalate and resolve product-related bugs, feature requests, and critical issues that impact customers
- Document technical solutions and contribute to the knowledge base for both internal teams and customers, ensuring a continuous improvement of processes
- Serve as a subject matter expert for Conga’s Revenue and Contract Management solutions, assisting customers with product usage, best practices, and technical guidance
- Stay up-to-date with the latest product releases, tools, and industry trends, sharing insights and suggestions for improving customer support services
Skills
- 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
- 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
- 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
- Demonstrated ability to apply logical and analytical thinking to diagnose complex issues, perform root cause analysis, and deliver effective solutions
- 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
- Bachelor's degree in Engineering, Computer Science, or a related technical field, or equivalent experience
- The primary shift timing is between 7am MT to 6pm MT, with weekend and holiday shifts required on a rotational basis
Benefits
- Variable incentive pay component
- Perks such as flexible work options
- A full range of benefits including medical and dental insurance
Company Overview
Company H1B Sponsorship