Technical Support Analyst (Remote - Mexico Only)

At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM , 2023 Ventana Research Revenue Performance Management (RPM) Value Index , Gartner Peer Insights , 2024 Gartner SPM Market Guide , and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here’s why you’ll thrive at Varicent: Innovate with Purpose: Build impactful solutions for customers worldwide. Join Excellence: Work in a diverse, collaborative, and innovative team. Shape the Future: Lead in redefining revenue optimization. Grow Together: Unlock your potential in a supportive environment. Join us at Varicent—where your talent and ambition meet limitless opportunities for success! 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 familiariz