Application Support Analyst – Mexico

3 days ago

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Varicent

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SaaS • Artificial Intelligence • Finance

Varicent is a leading provider of sales performance management and incentive compensation solutions. The company empowers organizations to drive revenue growth through optimized sales plans, incentive strategies, and data insights. By leveraging artificial intelligence, Varicent enhances decision-making and offers integrated solutions tailored for industries such as financial services, telecommunications, and media. Their platform supports dynamic sales planning, system integrations, and provides essential resources to manage sales performance effectively. Varicent is committed to protecting customer data and fostering growth with a strong focus on technology and strategy.

501 - 1000 employees

☁️ SaaS

🤖 Artificial Intelligence

💸 Finance

📋 Description

• Act as a trusted advisor by resolving technical issues through investigation, root cause analysis, and best practice guidance. • Troubleshoot incidents by gathering detailed problem descriptions, log files, error traces, and replicating issues as needed. • Provide multichannel support via CRM, email, video conferencing, and screen sharing. • Collaborate cross-functionally with Engineering, Product, and Customer Success to escalate and resolve issues efficiently. • Maintain detailed case documentation and ensure timely updates and communication with customers. • Participate in the on-call rotation for weekend or after-hours coverage. • Champion knowledge sharing and help evolve our internal knowledge base. • Share best practices for configuration, deployment, and product usage to drive customer adoption and satisfaction.

🎯 Requirements

• 2+ years of experience in a technical support or application support role, ideally within a SaaS environment. • Strong understanding of relational databases and SQL scripting (querying, updating, debugging). • Familiarity with client-server architecture and web-based application support. • Experience in log file analysis, trace review, and root cause identification. • Knowledge of browser developer tools and ability to analyze HAR files and network-level issues. • Exposure to network fundamentals including DNS, DHCP, SSL, proxies, and firewall configurations. • Experience with APIs and REST-based integrations. • Ability to clearly explain technical concepts to non-technical users. • Comfortable working in a high-volume case environment, prioritizing effectively under pressure. • Understanding of OAuth, SSO/SAML, and authentication protocols. (Bonus) • Experience working in a Linux environment (basic navigation, logs, environment variables). (Bonus) • Familiarity with cloud platforms, especially AWS. (Bonus) • Understanding of JavaScript-based applications, including analyzing stack traces or exceptions. (Bonus)

🏖️ Benefits

• Market Leading Compensation Package. • Wellness Programs to Support Health and Wellbeing. • Working with the latest tools and technologies in a fast-paced environment. • Remote Work Flexibility. • Comprehensive Employee Insurance Coverage: Medical, Dental, Vision, Life Insurance. • Annual Time Off: Time off is provided in accordance with applicable legislative requirements. • Global Connected Culture: Hubs in Romania, UK, US, Canada. • Dynamic Work Culture: Thrive in our innovative and multicultural environment. • Grow with Us: Continuous development opportunities.