Sr. Technical Consultant
About the role
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.
Why it’s a big deal…
At Conga, customer experience is at the center of everything we do. The Sr. Technical Consultant plays a pivotal role in maintaining customer trust and satisfaction by ensuring timely, accurate, and effective resolution of technical challenges.
This role directly impacts customer retention and product adoption by serving as a trusted advisor and escalation point for complex issues. Your ability to diagnose problems, communicate clearly, and drive outcomes helps customers maximize the value of Conga’s solutions.
In addition, this role contributes to the ongoing improvement of our support operations by documenting solutions, identifying product gaps, and partnering with internal teams to enhance product quality and support processes.
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 skills to troubleshoot complex issues.