Technical Support Engineer (Remote - Mexico Only)

Varicent is a market leader in SaaS solutions for Sales Performance Management, helping organizations optimize revenue and go-to-market strategies. The company values innovation, collaboration, and customer success, offering opportunities for growth in a dynamic environment.

Location: Remote (US)

Responsibilities

• Resolve technical problems by troubleshooting incidents, including collecting detailed problem descriptions, traces, log files, and replication.
• Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
• Proficient in utilizing support tools and processes to resolve cases.
• Share best practices for the utilization and deployment of Varicent products.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on-call rotation.

Requirements

• 2+ Years of relevant technical experience.
• Proven experience working with SaaS platforms.
• Familiar with relational databases concepts, both basic administration and SQL scripting.
• Familiar with client-server architecture.
• Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience.
• Sharing best practices for the utilization and deployment of Varicent products.
• Help customers maximize their product’s business value.
• Troubleshooting experience for web-based applications.

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.

Additional Information

• Candidates will be hired by Varicent’s designated professional employer organization. Employment may be transferred to a local Varicent entity in the future.
• This role requires working within Eastern Standard Time (EST) business hours. Flexibility to adjust working hours is essential.
• This position is fully remote, emphasizing a results-driven work culture. Resources and autonomy are provided to succeed in a remote environment.