Varicent is looking for a SaaS Support Analyst to serve as the frontline of customer success. You will provide expert technical assistance for our SaaS platform, guiding users and collaborating across teams to ensure optimal product adoption and customer satisfaction.

What You'll Do

Provide technical product support for the Varicent platform in 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 with experts and leaders across departments and divisions.
Support external business users and admins of the Varicent SaaS platform.

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.

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, coordinating activities across departments while engaging directly with clients.

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 Work Culture: Thrive in our innovative and multicultural environment.
Continuous development opportunities to grow with us.

Work Mode

This is a remote position open only to candidates based 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.