Sr. Technical Consultant

Conga•Boston, MA

2d•$76,080 - $121,730•Onsite

About The Position

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. 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.

Requirements

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.

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.