SaaS Support Analyst – SQL Focus

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

📋 Description

• Diagnose technical issues by troubleshooting incidents, which include gathering comprehensive problem descriptions, traces, log files, and replication.

• Provide clients with updates on investigation progress while ensuring that all related records are accurately maintained in the CRM system.

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

• Share best practices regarding the use and implementation of Varicent products.

• Support KPI objectives such as SLA, QA, and Resolution metrics.

• 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).

• Familiarity with concepts related to relational databases, including basic administration and SQL scripting.

• Understanding of client-server architecture.

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

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

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

• Experience troubleshooting web-based applications.

🏝️ Benefits

• Competitive Compensation Package.

• Wellness Programs to Support Health and Wellbeing.

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

• Flexibility for Remote Work.

• Comprehensive Employee Insurance Coverage: Medical, Dental, Vision, Life Insurance.

• Annual Time Off: Time off is provided in line with applicable legislative requirements.

• Global Connected Culture: Hubs located in Romania, the UK, the US, and Canada.

• Dynamic Work Culture: Flourish in our innovative and multicultural atmosphere.

• Grow with Us: Opportunities for continuous development.