Technical Support Analyst

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 processes.

• Keep clients informed about the progress of investigations while ensuring that all associated records are accurately updated in the CRM system.

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

• Provide insights on best practices for the utilization and deployment of Varicent products.

• Support key performance indicators (SLA, QA, Resolution, etc.).

• 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 is mandatory.

• 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 technical experience.

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

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

• Experience in troubleshooting web-based applications.

• A minimum CEFR B2 level English proficiency or higher is required.

• Capability to work and collaborate efficiently in cross-functional teams.

🏝️ Benefits

• Competitive compensation package that is market-leading.

• Wellness programs designed 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, including medical, dental, vision, and life insurance.

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

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

• A vibrant work culture fostering innovation in a multicultural setting.

• Opportunities for continuous development and growth with us.