Technical Support Analyst - Remote at CaptivateIQ (W18)
A no-code SaaS solution to manage and track sales commissions.
Remote
Full-time
About CaptivateIQ

CaptivateIQ is a software as a service that helps you set, optimize, calculate, and payout sales commissions for your sales people. Over 80% of businesses use spreadsheets to calculate commissions, leading them to compensate teams inaccurately, late, and without proper reporting. We are helping companies reduce costly payout errors and providing access to the most innovative compensation strategies.

The team started working together in November 2017, launched in February 2018, and today have customers including Gusto, Heap Analytics, Iterable, and many more. Our team led commissions at successful companies, including Gusto and BrightRoll and worked at leading companies including Amazon, OpenTable, McKinsey & Company and Carrick Capital. CaptivateIQ is backed by Y Combinator, Foundation Capital, s28 Capital, and notable enterprise Angels.

About the role

At CaptivateIQ, we align companies and teams together through the power of incentives. We reward hard work, and those rewards are not dependent on antiquated software or manual processes. That’s why we’ve created a scalable, flexible no-code solution enabling revenue operation teams to model, automate, and optimize performance incentives thus transforming the world of incentive compensation.

We believe that our employees deserve transparency in their success and that they, just like commission plans, should not be forced to fit into molds or templates. Our growing team comes from diverse backgrounds and experiences, creating an open and inclusive organization. In 2020, CaptivateIQ grew our team by 275% -- from 20 to 75 employees -- and increased our female workforce as a share of our total company by 350%.

CaptivateIQ customers have a wide range of compensation plans that can be modeled in various ways on our platform. To ensure our customers are set up for success, we are searching for a passionate new team member to join our Customer Experience team as a Technical Support Specialist. This person will be responsible for delivering real-time support to our customers and will assist in the development of support materials. 

Responsibilities:

  • Work closely with customers and internal team members to deliver best-in-class support
  • Maintain a high level of customer satisfaction. Effectively translate customer needs into solutions that require knowledge of our product and services 
  • Assist customers with data integrations to various sources, including Salesforce, MySQL, Redshift, Snowflake, Postgres, and more 
  • Respond to customer’s technical support queries by researching and investigating current configurations and modeling solutions 
  • Become an expert in how CaptivateIQ automates customer’s sales commission 
  • Expand and improve our existing knowledge base so that it anticipates and addresses customers' questions about using our platform  
  • Train and consult customers on how to become experts with our platform

Requirements:

  • Friendly, obsessively customer-focused and service-oriented
  • Strong experience developing and maintaining calculations for large data sets using spreadsheets or database models 
  • Highly analytical and detail oriented 
  • Ability to work independently in a fast-paced, deadline-oriented environment 
  • Proficiency with data: popular CRMs (e.g. Salesforce), BI tools (e.g., Tableau), Data Warehouses (e.g., Snowflake), ERPs (e.g. Netsuite), or subscription management systems (e.g. Zuora)
  • Past experience in any of the following capacities: financial operations, financial planning and analysis, accounting, system administration, customer experience, data science, technology consulting
Technology

Python/Django, postgresSQL, heroku, and AWS

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