Application Support Analyst

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Address technical issues by diagnosing incidents, which includes gathering detailed problem descriptions, traces, log files, and replication steps.

• Update clients on the progress of investigations while ensuring that all related records are accurately maintained within the CRM system.

• Skilled in using all support tools and processes to effectively resolve cases.

• Provide best practices for the implementation and use of Varicent products.

• Assist in meeting KPI targets (SLA, QA, Resolution, etc.).

• Be available for scheduled weekend coverage as part of the on-call rotation.

⛳️ Requirements

• A minimum of 2 years of relevant technical experience.

• Demonstrated experience with SaaS platforms (required).

• Understanding of relational database concepts, including basic administration and SQL scripting.

• Familiarity with client-server architecture.

• Capability to clearly communicate technical instructions, both verbally and in writing, to individuals with limited experience.

• Share best practices for the implementation and utilization of Varicent products.

• Assist customers in maximizing the business value of their products.

• Experience troubleshooting web-based applications.

🏝️ Benefits

• Competitive compensation package.

• Wellness programs aimed at supporting health and well-being.

• Opportunity to work with the latest tools and technologies in a dynamic environment.

• Flexibility for remote work.

• Comprehensive employee insurance coverage, including medical, dental, vision, and life insurance.

• Annual time off provided in accordance with applicable legal requirements.

• A globally connected culture with hubs in Romania, the UK, the US, and Canada.

• A dynamic work culture that encourages thriving in an innovative and multicultural environment.

• Opportunities for continuous development and growth with us.