Support Engineer – SQL & Web Applications (Remote - Mexico Only)

Technical Analyst I - SaaS Support

Company: Varicent
Location: Remote (Full-time)
Headquarters: Tijuana, Mexico

About Varicent:
At Varicent, we're redefining how organizations achieve revenue success through our cutting-edge SaaS solutions in Sales Performance Management (SPM). We are recognized as a market leader, consistently acknowledged in reports like the 2025 Forrester Wave, 2023 Ventana Research Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, and G2. Trusted by global industry leaders such as T-Mobile, ServiceNow, and Moody's, Varicent empowers revenue leaders worldwide.

Join us at Varicent – where your talent and ambition meet limitless opportunities for success!

The Opportunity:
Our Technical Support Team is the frontline of customer success, providing expert assistance for our SaaS solutions. We troubleshoot technical challenges, answer complex queries, and ensure customers maximize product value. We also collaborate with product and development teams to report bugs, contribute to enhancements, and share user insights, aiming to deliver exceptional service and foster customer satisfaction.

The Team:
The Technical Analyst I role involves resolving client issues, leading conversations, coordinating cross-departmental activities, and reproducing issues to maintain high client satisfaction. You will work alongside experienced technology leaders, supporting both on-premises and SaaS products, and engaging with customers via video conference, email, and CRM.

What You'll Do:

• Resolve technical problems by troubleshooting incidents, including collecting detailed problem descriptions, traces, and log files.
• Communicate investigation progress to clients and update CRM records.
• Utilize all support tools and processes effectively to resolve cases.
• Share best practices for Varicent product utilization and deployment.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Participate in scheduled weekend on-call rotations.

Your Development Journey:

• 1-3 Months: Familiarize with systems, processes, and team dynamics. Gain working knowledge of key technologies. Complete training and start solving support cases.
• 4-6 Months: Demonstrate proficiency in analytical tools. Independently solve 90% of cases. Contribute to team projects.
• 7 Months & Beyond: Independently solve 99% of cases, assist in knowledge building for the team. Conduct in-depth analysis of complex issues. Proactively address potential challenges. Build positive stakeholder relationships.

What You Bring:
Technical Skills:

• 2+ years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory).
• Familiarity with relational database concepts, basic administration, and SQL scripting.
• Familiarity with client-server architecture.
• Experience troubleshooting web-based applications.
• Ability to clearly communicate technical instructions verbally and in writing.
• Experience sharing best practices for Varicent product utilization and deployment.
• Ability to help customers maximize their product's business value.

Collaboration and Communication:

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

Important Notes:

• This position is fully remote.
• This role requires working within Eastern Standard Time (EST) business hours. Candidates may need to adjust their working hours to align with this time zone.
• Candidates will initially be hired by Varicent’s designated professional employer organization, with potential future transfer to a local Varicent entity.

Benefits:

• Market-leading compensation package.
• Wellness programs to support health and wellbeing.
• Work 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 (in accordance with applicable legislative requirements).
• Global Connected Culture with hubs in Romania, UK, US, Canada.
• Dynamic Work Culture in an innovative and multicultural environment.
• Continuous development opportunities.

Learn More About Us:

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

Varicent is committed to creating a diverse environment and is an equal opportunity employer. Accommodations are available during the recruitment process.