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CaptivateIQ is seeking a Senior Technical Solutions Consultant to join its Global Support team. In this role, you will serve as a key technical resource, taking ownership of complex customer issues involving calculations, configuration, data modeling, integrations, and platform functionality. You'll work closely with customers and internal teams to identify root causes and deliver lasting solutions.
You will develop deep expertise in CaptivateIQ's platform, data structures, and calculation capabilities to troubleshoot complex issues and help customers maximize product value. You'll own and resolve challenging technical problems requiring in-depth investigation and cross-team collaboration. Your analytical expertise will be applied to evaluate customer data models, calculation logic, and data flows, identifying configuration gaps and inconsistencies that impact accuracy.
Communication is central to this role—you'll clearly explain technical issues, investigation progress, and resolutions to both customers and internal teams, adapting complexity to your audience. You'll partner with Product, Engineering, and Customer Success to identify recurring technical issues, share customer feedback, and drive product improvements. You'll also lead or significantly contribute to initiatives that enhance support processes, tools, documentation, and knowledge sharing to ensure team scalability.
The role includes a scheduled shift aligned with European, US Eastern, or US Pacific business hours as part of the global Support team, with shift assignments varying based on coverage needs. You may also participate in an on-call rotation to provide after-hours support for critical issues.
REQUIREMENTS:
- 5+ years of experience in a technical, customer-facing role with B2B SaaS applications, particularly those involving data modeling, complex calculations, formulas, reporting, or configurable business logic
- Hands-on experience with complex datasets, including data structures, joins, unions, and transformations; ability to use analytical and AI-assisted tools to investigate discrepancies
- 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; ability to break down complex issues, identify patterns, and work through unfamiliar technical challenges independently
- Strong written and verbal communication skills; ability to explain complex technical concepts clearly to customers and colleagues with varying technical expertise
- Experience collaborating cross-functionally to improve processes and tools
PREFERRED QUALIFICATIONS:
- Experience with enterprise SaaS platforms involving complex calculations and data modeling (CaptivateIQ, Anaplan, Pigment, Xactly, Varicent, SAP Commissions, or similar)
- Background in financial modeling, business analytics, revenue operations, or roles involving complex data and calculation logic
- Familiarity with Python, JavaScript, or AI-assisted tools for automating analysis and troubleshooting
- Experience with business intelligence and data visualization tools (Power BI, Tableau, or similar)
- Experience with tools such as Anaplan, Power BI, Excel, SQL, or similar data-driven platforms
