Technical Specialist

Conga; Boston (MA); Hybrid; USD 46,000 - 70,000; Full time

Benefits offered by this job

Flexible work options

Medical and dental insurance

Job summary

Conga’s Technical Specialist role is pivotal to customer success. You will troubleshoot technical issues, gather requirements, assist with product configuration, and demo Conga products, all while building knowledge base articles and keeping information up to date in internal apps.

You’ll be a proactive problem solver with a customer-first mindset, capable of clear communication during escalations and collaborating with teammates to deliver exceptional service.

Qualifications

• Experience in a support or customer-facing role, ideally for a technology or SaaS product.
• Ability to investigate technical issues, prioritize, escalate as needed, and meet client SLAs.
• Passion for problem solving with strong analytical thinking.

Responsibilities

• Troubleshoot technical issues with customers and gather requirements.
• Assist with product configuration and conduct product demos.
• Create knowledge base articles and maintain information in internal systems.
• Provide consultative guidance and ensure excellent customer experience.
• Communicate effectively with customers and teammates during escalations.

Skills

Customer support

Problem solving

Communication

Continuous learning

Customer-facing

Tools

Salesforce

Job description

A career that’s the whole package!

At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard.

Conga lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line.

Job Title: Technical Specialist

Locations: Houston, TX; Boston, MA (Hybrid, 2 days in office)

Reports to: Manager, Technical Support

A quick snapshot…

Our Technical Specialist is critical to the overall success of Conga and our customers. You’ll troubleshoot technical issues with customers, gather requirements, support with product configuration, demo our products, create knowledge base articles, and maintain accurate information in internal applications.
You’ll be a keen problem solving and customer service champion that will allow our customers to successfully troubleshoot technical issues to resolution while simultaneously delivering an amazing customer experience.

Why it’s a big deal…

Our Technical Specialists are the core of our customer facing technical support organization. You’ll represent Conga when our customers need us most and are one of Conga’s most important brand representatives. You won’t just simply fix problems; you’ll provide consultative guidance to our customers in best practices and help our customers better use our products.

Here’s what we’re looking for…

Related experience. You have experience in a support or customer facing role, ideally supporting a technology and/or SaaS product. Your experience in a customer support or delivery role has prepared you to effectively investigate technical issues, prioritize, and escalate as needed, and to ensure timely resolutions in line with client SLAs.

You’re passionate about problem solving. You possess a deep love of problem solving. You have a proven ability to analyze and apply logical thinking to determine the root cause of an issue. You think creatively and outside of the box to find solutions that match the customer’s needs.

Continuous Learner. You’re curious and eager to learn new technologies. We’ll train you on the products, but you don’t stop there. You ask questions and utilize a variety of resources, including your colleagues, professional network, articles, to get the job done. Then you apply that knowledge across the business where it makes sense.

Customer-Facing Skills. You bring confidence and clarity to every customer interaction. Whether it’s managing key relationships, leading demos, or jumping in during a support escalation, you know how to communicate, problem-solve, and represent your team with professionalism.

Here’s what will give you an edge…

Technical communicator. Along with providing world-class technical support, you also are comfortable sharing your knowledge with your peers and customers. You’re able to communicate complex ideas to a wide audience of varying technical knowledge.

Consultative approach. Sometimes fixing a technical problem isn’t the best answer. You go the extra time, working closely with your customers to maximize their use of Conga products.

Salesforce experience. Experience as a Salesforce Admin or developer is a plus.

In the spirit of the Conga Way, we strive to design easy-to-understand compensation programs that are fair and free from any type of discrimination. In keeping with this approach, we are committed to delivering competitive compensation and benefits packages to our colleagues worldwide and communicating transparently about the structure of our compensation programs.

Listed below is the U.S. base salary range for this full-timeposition. Within the range, individual pay is determined by job-related skills, experience, and relevant education, or training. In addition to base salary, Conganeers receive a variable incentive pay component, perks such as flexible work options, and a full range of benefits including medical and dental insurance.

The posted salary ranges are for the expectations outlined in the job description. We are often open to a wide variety of profiles and sometimes have flexibility within our organizational structure to adjust the role responsibilities up or down should we select a candidate that is less or more experienced than the posted job requirements. In these occasional cases, we will communicate the revised salary range to the candidate during the selection process.

U.S base salary range:

$46,480 — $69,720 USD

Don’t meet every requirement for the role?

Studies have shown that women and members of ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Conga we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You just might be the right candidate for this or other roles.

Additional Information

Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. We understand interviewing can be stressful for those with disabilities. If reasonable accommodation is needed to allow you to show us your best self, please let your recruiter know as soon as possible. All your information will be kept confidential according to EEO guidelines. Conga is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.

Conga's Applicant Privacy Statement

The information you provide during the application process will be used in accordance with Conga’s Applicant Privacy Statement (https://conga.com/applicant-privacy-statement). By submitting your application, you acknowledge and agree to the terms outlined in this privacy statement.