Application Support, SQL – 12 Month Contract

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

📋 Description

• Analyze customer-reported issues to investigate and resolve technical problems by reviewing logs, gathering diagnostic information, and reproducing issues.

• Keep customers informed about the status of their issues, troubleshooting steps taken, resolution plans, and the next actions to be followed.

• Ensure accurate documentation of cases and customer records within CRM and support systems.

• Utilize support tools, knowledge resources, and established processes to handle cases efficiently.

• Work collaboratively with Product, Engineering, and internal teams to escalate issues and assist in resolution efforts.

• Provide product knowledge and best practices to enhance solution utilization and improve business outcomes.

• Meet service-level objectives, including response times, resolution targets, and quality standards.

• Participate in on-call and weekend support rotations as necessary.

• Complete onboarding and gain knowledge of Varicent products, support processes, and troubleshooting methodologies.

• Transition from supporting customer cases with assistance to independently managing complex investigations within 90 days.

⛳️ Requirements

• Over 1 year of experience in supporting software applications, SaaS platforms, or customer-facing technical environments.

• Understanding of relational databases and foundational SQL knowledge.

• Familiarity with client-server architecture and troubleshooting web-based applications.

• Strong analytical skills and problem-solving capabilities.

• Ability to explain technical concepts clearly to both technical and non-technical audiences.

• Experience in documenting troubleshooting activities, findings, and resolutions.

• Capacity to collaborate effectively with cross-functional teams and stakeholders.

• Proficient in managing multiple priorities while ensuring a high-quality customer experience.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage, customized to meet local needs.

• Paid time off (PTO) and public holidays.

• Dedicated volunteer days.

• Ignite Days — specific learning days for ongoing growth, skill enhancement, and professional development.

• Competitive compensation reflecting your market value.

• Tuition assistance for continued education and professional growth.

• Remote and hybrid work options available in most regions.

• Potential bonuses included in the compensation package.