THE OPPORTUNITY

Our Technical Support Team serves as the frontline of customer success, specializing in providing expert assistance to users navigating our SaaS solutions. They troubleshoot technical challenges, answer complex queries, and ensure that customers can maximize the value of our products. Beyond solving immediate issues, the team collaborates closely with product and development teams to report bugs, contribute to product enhancements, and share insights into user experiences. Their ultimate goal is to deliver exceptional service, foster customer satisfaction, and enable seamless adoption of our technology across diverse use cases.

THE TEAM

The Technical Analyst I works with clients to resolve issues, lead conversations and coordinate activities across departments, and reproduces issues to maintain high client satisfaction.

As a Technical Analyst you will have the opportunity to work side-by-side with some of the most experienced technology leaders for both on-premises and SaaS products to support our customers/business partners and connect with them by video conference, email and CRM and other state of the art communication methods. You will also be exposed to a variety of technologies and take responsibility for the creation of a positive customer experience.

Technical Analysts are at the center of our after-sales value proposition to our clients, and you will lead conversations and coordinate activities with experts and leaders across departments and divisions in Varicent.

WHAT YOU BRING

Technical Skills

• 2+ Years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory)
• Familiar with relational databases concepts, both basic administration and SQL scripting.
• Familiar with client server architecture.
• Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience.
• Sharing best practices for the utilization and deployment of Varicent products.
• Help customers maximize their product's business value.
• Troubleshooting experience for web-based applications.

Collaboration and Communication:

• CEFR B2 level English proficiency or higher is required.
• Ability to work and collaborate effectively in cross-functional teams.

WHAT YOU'LL DO

• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication.
• Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
• Proficient in utilizing all support tools and processes to resolve cases.
• Share best practices for the utilization and deployment of Varicent products.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on call rotation .

1-3 MONTHS

• Efficiently familiarize oneself with the organization's systems, processes, and team dynamics.
• Establish a working knowledge of key technologies and tools relevant to the role.
• Complete Training and start solving support cases.

4-6 MONTHS

• Demonstrate proficiency in using relevant analytical tools and technologies.
• Be able to solve 90% of cases without need for assistance.
• Actively contribute to team projects and initiatives.

7 MONTHS & BEYOND

• Be able to solve 99% of cases without assistance, help build knowledge for the rest of team.
• Conduct in-depth analysis of complex technical issues and provide well-reasoned solutions.
• Proactively anticipate and address potential challenges before they escalate.
• Build and maintain positive relationships with key stakeholders.

Note

• Candidates selected for this position will be hired by Varicent's designated professional employer organization. Your employment may be transferred to a local Varicent entity in the future. In such event, Varicent may recognize your seniority and provide you with comparable role, responsibilities and benefits. We are excited to welcome you and support you throughout this journey!
• This role requires employees to work within Eastern Standard Time (EST) business hours. While we are open to candidates from outside the EST time zone, please be prepared to adjust your working hours to align with this time zone. Flexibility will be essential to ensure seamless collaboration with the team and stakeholders.
• This position is fully remote. We embrace a results-driven work culture, focusing on performance and collaboration over location. As part of our team, you'll have the opportunity to build a work-life balance that suits you, while staying connected with a diverse, global team through virtual tools and regular online communication. Whether you're working from home or a co-working space we're committed to supporting you with the resources and autonomy needed to succeed in a remote environment.

For this role, the estimated annual base salary range is between $325,000 – $403,000 MXN. In addition to base salary, our compensation package may include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. The actual base salary will vary based on factors including individual qualifications and market data, as objectively assessed during the interview process.

This posting is for a existing vacancy.

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement — not replace — human decision-making.

Overview of Benefits:

• Health & Wellness — Comprehensive medical, dental, and vision coverage, tailored to your local needs

• Time Off — PTO and public holidays to rest, recharge, and do what matters most

• Volunteer Days — Dedicated time to give back and support the communities that matter to you

• Ignite Days — Dedicated learning days to support continuous growth, skill development, and professional learning

• Financial — Compensation that reflects your market and your value

• Tuition Assistance — Invest in your growth with support for continuing education and professional development

• Flexibility — Work where you thrive — remote and hybrid options available across most regions

Want to Learn More About Us? Check out these Resources Below:

• Varicent Blog
• Varicent Careers Blog
• Varicent LinkedIn Page
• Varicent X Page
• Varicent Instagram Page
• Varicent Facebook Page