Incentivar

Support Engineer

• Serve as the subject-matter expert for incentive mechanics within Client Service, having a strong functional understanding of campaign rules to guide and support the team.
• Interpret the mechanics configured by the technical team, identifying gaps, inconsistencies, and points requiring attention in the rules and result calculations.
• Train and develop the Client Service team.
• Translate complex rules into documentation, FAQs, and support materials for customer service, campaigns, and clients.
• Act as the liaison between Support and the technical team, reporting gaps and following up on necessary fixes.
• Clarify questions from the team and other departments regarding rules, calculations, and how the mechanics work.
• Functionally validate the behavior of the mechanics from the client and customer service perspectives, flagging discrepancies to the responsible team.
• Propose improvements and standardization of rules and communications, increasing clarity, efficiency, and customer experience.

Incentive Program Support Analyst