Sr. Technical Consultant

About the role

This position centers on owning the full lifecycle of complex technical issues for Conga's global customers, driving resolution from initial diagnosis through final implementation. You will partner directly with enterprise clients to safeguard their revenue and contract processes, ensuring continuity and compliance across their commercial operations. The role demands deep engagement with internal engineering and product teams to translate customer pain points into actionable technical improvements. You will act as a trusted advisor, shaping customer outcomes through expert guidance and structured problem solving. Success in this role is defined by your impact on customer retention, adoption, and long-term value realization from Conga's platform. You will also influence product direction by capturing support insights and translating them into clear requirements for the engineering organization. This is a critical role within the Global Technical Support function, responsible for maintaining the highest standards of service quality and operational excellence.

Key facts

What you'll do

Investigate and resolve highly complex technical issues affecting Conga's Revenue and Contract Management solutions, applying advanced diagnostic techniques.

Perform deep root cause analysis by reviewing system logs, database queries, and business processes to identify underlying issues and prevent recurrence.

Design, test, and deliver technical solutions and workarounds that restore customer functionality and maintain contractual compliance.

Collaborate closely with Product Management and Engineering to escalate complex issues, validate fixes, and influence long-term product roadmaps.

Serve as a technical liaison between customers and internal teams, translating business requirements into precise technical specifications.

Document detailed solution playbooks and knowledge base articles to empower customers and support colleagues with repeatable resolutions.

Lead customer communication during critical incidents, providing clear status updates, realistic timelines, and transparent expectations.

Analyze usage patterns and configuration data to identify opportunities for optimization, adoption barriers, and process improvements.

Partner with Sales and Professional Services to assess solution fit, define technical scopes, and support pre-sales activities for new engagements.

Champion best practices for support operations by standardizing troubleshooting methodologies and improving case resolution efficiency.

Conduct code reviews and analyze Apex, JavaScript, and other platform-specific scripts to identify performance and security concerns.

Provide subject matter expertise on Salesforce configuration, automation tools, and integration patterns to address sophisticated customer environments.

Support the development of internal training materials to elevate the technical capabilities of the broader support organization.

Engage in continuous learning to maintain mastery of Conga's evolving product suite, industry trends, and emerging compliance requirements.

Requirements

8+ years of progressive technical support experience, with a demonstrated history of handling complex SaaS platforms in enterprise settings.

Minimum of 4 years specifically focused on Salesforce, including deep experience with its automation, administration, and configuration capabilities.

Strong proficiency in SQL for querying data, performing diagnostics, and validating data integrity within large-scale transactional systems.

Hands-on experience with Java or .NET development is required to review code, interpret stack traces, and collaborate effectively with engineering teams.

Proven ability to analyze system logs, debug intricate issues, and implement technical solutions that restore critical business processes.

Exceptional written and verbal communication skills, with the capacity to explain highly technical concepts to non-technical stakeholders clearly and confidently.

A customer-obsessed mindset with a track record of managing escalated issues, meeting strict service levels, and maintaining customer trust.

Experience working in regulated industries or environments where compliance and auditability of contract and revenue data is essential.

Nice to have

Experience with Conga's contract lifecycle and revenue management solutions, including Configurator, CPQ, and Billing.

Familiarity with DevOps practices, CI/CD pipelines, and version control systems such as Git for supporting production environments.

Knowledge of integration patterns and middleware tools used to connect Salesforce with ERP, billing, and legacy systems.

Understanding of industry-specific compliance frameworks that impact commercial operations and contract terms.

Practical notes

This role is based in Remote United States, with specific focus areas in Boston, MA, and Houston, TX.

Hours are not specified in the source material.

No travel requirements are outlined in the provided source.

No visa sponsorship information is included in the provided source.

No application deadline is communicated in the source material.