Remote SaaS Technical Support Consultant, ICM Expert

Performio; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Performio is seeking a Technical Support Consultant to provide world-class support for our incentive compensation platform. You will triage, diagnose, and resolve customer issues via Zendesk, collaborating across teams to ensure timely solutions and accurate documentation.

With experience in sales compensation tools and data handling, you will help expand our knowledge base and assist with configurations and testing. A customer-focused, proactive mindset is essential for success.

Qualifications

• 4+ years in customer support or technical support.
• Experience with ICM software like SAP Commissions, Varicent, Xactly is a plus.
• Ability to triage, troubleshoot and document issues clearly.
• Strong communication adaptable to different audiences.
• Experience using Zendesk or other support portals is advantageous.

Responsibilities

• Monitor and triage new support requests via Zendesk.
• Provide 1st and 2nd line support for customer inquiries.
• Investigate, reproduce and resolve issues within SLAs.
• Maintain and update the evolving knowledge base.
• Document root causes and resolutions clearly.
• Assist with implementation/testing of change requests and projects.
• Advise clients on best practices for compensation administration.

Skills

Customer service

Troubleshooting

SQL basics

Excel

ICM knowledge

Zendesk familiarity

Tools

Zendesk

Relational DB Tables

SQL

ETL

Job description

Performio is seeking a Technical Support Consultant to provide world-class support for our incentive compensation platform. You will triage, diagnose, and resolve customer issues via Zendesk, collaborating across teams to ensure timely solutions and accurate documentation.

With experience in sales compensation tools and data handling, you will help expand our knowledge base and assist with configurations and testing. A customer-focused, proactive mindset is essential for success.