Platform Support Engineer

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

📋 Description

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

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

• Demonstrate proficiency in utilizing all support tools and processes to resolve cases effectively.

• Share best practices for the use and deployment of Varicent products.

• Support KPI objectives (SLA, QA, Resolution, etc.).

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

⛳️ Requirements

• Over 2 years of relevant technical experience.

• Demonstrated experience with SaaS platforms (essential).

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

• Familiarity with client-server architecture.

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

• Share best practices for the use and deployment of Varicent products.

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

• Experience troubleshooting web-based applications.

• Required English proficiency at CEFR B2 level or higher.

• Capability to work collaboratively and effectively within cross-functional teams.

🏝️ Benefits

• Competitive compensation package that leads the market.

• Wellness programs designed to support health and wellbeing.

• Opportunity to work with the latest tools and technologies in a fast-paced environment.

• Flexibility to work remotely.

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

• Annual time off in accordance with applicable legislative requirements.

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

• A dynamic work culture that fosters innovation and multicultural collaboration.

• Opportunities for continuous development and growth.