Varicent is seeking a Product Support Analyst to serve as the frontline of customer success for our SaaS solutions. In this role, you will troubleshoot technical challenges, answer complex queries, and help customers maximize product value while collaborating closely with our product and development teams.

What You'll Do

Provide technical product support for the Varicent platform in both on-premise 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 through timely, clear, and empathetic communication.
Lead conversations and coordinate activities across departments.
Complete training and start solving support cases independently within 1-3 months.
Solve 90% of cases without assistance within 4-6 months.
Solve 99% of cases without assistance and contribute to building team knowledge after 7 months.

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.

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)
Remote collaboration tools

Team & Environment

You will work side-by-side with experienced technology leaders and coordinate with experts across departments and divisions.

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 provided in accordance with applicable legislative requirements.
Global Connected Culture with hubs in Romania, UK, US, and Canada.
Dynamic, innovative, and multicultural work culture.
Continuous development opportunities.

Work Mode

This is a remote position open to candidates based in Mexico only.

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.