Technical Specialist
Job description
About the role
Technical Specialist drives customer troubleshooting and product configuration success for Conga. This role represents Conga to customers during technical escalations and supports commercial operations teams. The specialist delivers consultative guidance to help customers use Conga products effectively.
Most organizations organize this kind of work into small teams with a clear owner for each project. People are expected to set priorities, share progress, and ask for help early. Written communication matters because decisions are often recorded and revisited. Successful professionals in any field share a few habits: they take notes, keep commitments, and communicate in writing. Teams value people who make their work easy to review and build on.
Key facts
What you'll do
Investigate technical issues with customers and identify root causes using logical analysis so that customers resolve problems efficiently and reduce repeated escalations.
Gather detailed requirements and translate them into product configuration guidance for internal teams so that solutions match customer needs and stakeholder expectations.
Support product configuration and demo environments so buyers can evaluate scenarios and move deals forward, helping buyers understand value and accelerate purchasing decisions.
Maintain knowledge base articles that document solutions and workflows to serve as a reference for customers and internal teams seeking self-service support.
Maintain accurate information in internal applications to keep records consistent and auditable, as precise data supports reporting, forecasting, and cross-team collaboration.
Provide technical support over phone, chat, and email to resolve issues within agreed service levels, upholding customer trust and satisfaction.
Represent Conga as a brand ambassador during customer interactions and high-stakes engagements, reinforcing confidence in Conga's solutions through professional communication.
Guide customers on best practices for pricing, quoting, contracting, and communications so that customers maximize value from Conga products.
Salesforce Admin or developer experience when applicable to support integrations and configuration, accelerating implementation and reducing friction.
Continuously learn new technologies and share insights with peers to improve team effectiveness, supporting better problem solving and broader system understanding.
Requirements
The posting states a pay range of $46480 to $69720.
Hold a Bachelor's degree or demonstrate equivalent experience through training or work history, as formal education or comparable background validates foundational knowledge.
Bring prior experience in support or customer-facing roles, ideally with technology and/or SaaS products, since such experience builds skills for investigating issues and prioritizing work.
Prove strong problem-solving ability by analyzing symptoms and testing hypotheses to determine root causes, because logical thinking leads to reliable and repeatable solutions.
Communicate clearly and confidently with both technical and non-technical audiences, as clarity prevents misunderstandings and supports aligned expectations.
Show comfort learning new tools and platforms quickly and then applying that knowledge across business contexts, since adaptability helps the team respond to evolving requirements.
Follow through on commitments and meet service-level expectations for customer issues, as reliability strengthens customer relationships and internal trust.
Practical notes
This role is based in Houston, TX and Boston, MA and operates under standard employment terms. Candidates must align with Conga's Equal Opportunity policies and provide information in accordance with privacy practices. Typical interview steps
Interviews in this field typically test judgment, communication, and fit as much as technical skill. Be ready to describe a challenge you faced, what you did, and what you learned. Most companies value honest answers over polished ones. Whatever the role, preparation is visible. Reviewing the company's product, the job description, and your own past work before the conversation is the strongest step.
Good to know
Technical Specialists combine deep product knowledge with consultative communication to support customer success. The role relies on tools such as Salesforce configuration environments and knowledge base platforms. Ongoing learning and clear documentation are central to effectiveness in customer-facing technical support.