Customer Support Engineer II

About this role

<div class="content-intro"><p><strong><span data-olk-copy-source="MessageBody">A career that’s the whole package!</span></strong></p> <p>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.</p> <p><span data-teams="true"><strong>Conga</strong> 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.</span></p></div><p> </p> <p><strong>Job Title: </strong>Customer Support Engineer II</p> <p><strong>Locations: </strong>Sofia (Hybrid)</p> <p><strong>Reports to:</strong> Senior Manager, Customer Support</p> <p><strong>A quick snapshot…</strong></p> <p>The Customer Support Engineer is critical to the overall success of Conga, its customers and business partners. The successful candidate will be able to understand the customer's break/fix issue and successfully troubleshoot the issue to a resolution.</p> <p>The successful candidate will be able to understand the customer's configuration and be able to communicate how to best leverage the Conga products with salesforce.com applications and services to address specific business needs.</p> <p><strong>Here’s what we’re looking for…</strong></p> <ul> <li>Strive to make every customer interaction a positive experience.</li> <li>Troubleshoot product and service-related issues and escalate issues as appropriate on behalf of all customers</li> <li>Engage with customer business owners to support the customer success team and optimization of the application</li> <li>Provide proactive best practice guidance to the customer's project and management teams</li> <li>Advocate customer's priorities internally within Conga</li> <li>Leverage knowledge of Salesforce to provide world-class technical support, to assess needs and communicate the appropriate solution to Conga customers</li> <li>Serve as an escalation point of contact for product and service issues</li> <li>Assistance with configuration of Conga software-as-a-service solutions to customers and partners to ensure 100% customer satisfaction and success</li> <li>Contribute to knowledge database creation and improvement</li> <li>Maintain accurate information in salesforce.com or any other application used to assist in the reporting and process management</li> </ul> <p><strong>Here’s what will give you an edge…</strong></p> <ul> <li>The ideal candidate genuinely enjoys interacting with customers. The candidate is expected to be professional, self-motivated, proactive, results oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support.</li> <li>Willingness to learn new technologies and grow technical skills</li> <li>Strong written and oral communication skills with proven ability to initiate and manage relationships via phone and email.</li> <li>Experience with Salesforce as a power user or administrator preferred, as a user or JR admin.</li> <li>Understanding of CRM data structures and workflows.</li> <li>Ability to trace data flow from Salesforce into downstream systems.</li> <li>Familiarity with API-driven integrations between Salesforce and external platforms.</li> <li>Strong troubleshooting skills across frontend (JavaScript), backend (Java). Deep knowledge of Java vs JavaScript issue identification and API behavior (REST calls, request/response analysis).</li> <li>Expertise with Microsoft Word and Microsoft Excel</li> <li>Ability to communicate complex technical topics with users at all levels of technical expertise</li> <li>Excellent listening skills to fully understand the customer needs and frustrations</li> <li>Analysis, troubleshooting, and problem-solving expertise</li> <li>Ability to effectively prioritize and escalate customer issues</li> <li>Extensive hands-on technical experience within support and related skills – evaluating, troubleshooting, debugging, identifying root cause and resolving issues. Addressing customer needs in a timely manner.</li> <li>Proven track record of taking ownership and driving results.</li> <li>Ability to adapt to rapidly changing environment and customer requirements.</li> <li>Willingness to service our customers in shifts</li> <li>Bachelor’s Degree or equivalent experience</li> <li>Salesforce.com certification a plus</li> </ul><div class="content-conclusion"><p><strong>Did we pique your interest? </strong> </p> <p>If this sounds like the kind of job you would love in the kind of environment where you would thrive, please click apply. <span data-olk-copy-source="MessageBody">We'd love to hear from you! </span></p> <p><strong>Preferred Resume…