Varicent is hiring a Technical Analyst I – Product Support to be the frontline of technical assistance for our SaaS platform. You will investigate complex product issues, guide users on best practices, and collaborate with engineering to drive customer success. This role provides external support to business users and system administrators.
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 customer satisfaction through timely, clear, and empathetic communication.
- Lead conversations and coordinate activities across departments.
- Complete training and start solving support cases within 1-3 months.
- Solve 90% of cases without assistance within 4-6 months.
- Solve 99% of cases without assistance and help build team knowledge beyond 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, 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 be part of the Technical Support Team, which serves as the frontline of customer success.
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 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.
