Varicent is looking for an Application Support Analyst to serve as frontline customer success for our SaaS solutions. In this role, you will provide expert technical assistance, troubleshoot complex product issues, and collaborate with engineering and product teams to ensure high customer satisfaction and product adoption.
What You'll Do
- Provide technical product support for the Varicent platform, including both on-prem and SaaS environments.
- Investigate, analyze, and troubleshoot customer-reported issues, from user experience bugs to data anomalies and performance concerns.
- Work closely with Engineering and Product teams to escalate and document product issues.
- Guide users on platform best practices, configurations, and use cases to maximize value.
- Reproduce reported problems, perform root cause analysis, and suggest resolutions.
- Maintain high levels of customer satisfaction by delivering timely, clear, and empathetic communication.
- Lead conversations and coordinate activities across departments to resolve client issues.
- Connect with customers and business partners via video conference, email, CRM, and other communication methods.
What We're Looking For
- 2+ years of experience in a technical support, application support, or product support role, ideally in a SaaS company.
- Hands-on experience with SaaS platforms, including understanding deployment models, common issues, and troubleshooting approaches.
- Familiarity with relational databases, including SQL scripting and basic administration.
- Understanding of client-server architectures and web-based applications.
- Ability to translate technical concepts into clear, customer-friendly explanations.
- Comfortable using ticketing systems like Salesforce, Zendesk, or Jira, and remote collaboration tools.
- Must work within Eastern Standard Time (EST) business hours.
- Must be located in Mexico.
Nice to Have
- Experience supporting enterprise software or analytics platforms.
- Knowledge of scripting or automation tools.
- Exposure to CRM, compensation, or revenue-related software.
Technical Stack
- SaaS platforms
- Relational databases (SQL)
- Ticketing systems (Salesforce, Zendesk, Jira)
- CRM systems
Team & Environment
You will be part of the Application Support Team, which collaborates closely with product and development teams.
Benefits & Compensation
- Market Leading Compensation Package.
- Wellness Programs to Support Health and Wellbeing.
- Working with the latest tools and technologies in a fast-paced environment.
- Remote Work Flexibility.
- Comprehensive Employee Insurance Coverage: Medical, Dental, Vision, Life Insurance.
- Annual Time Off: Time off is provided in accordance with applicable legislative requirements.
- Global Connected Culture: Hubs in Romania, UK, US, Canada.
- Dynamic Work Culture: Thrive in our innovative and multicultural environment.
- Grow with Us: Continuous development opportunities.
Work Mode
This is a remote position, open to candidates located in Mexico.
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
