Varicent: Support Engineer – SQL & Web Applications (Remote - Mexico Only)

Headquarters: Tijuana, Mexico
URL: http://varicent.com

About Varicent

At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM, 2023 Ventana Research Revenue Performance Management (RPM) Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more.

Why you’ll thrive at Varicent:

Innovate with Purpose: Build impactful solutions for customers worldwide.
Join Excellence: Work in a diverse, collaborative, and innovative team.
Shape the Future: Lead in redefining revenue optimization.
Grow Together: Unlock your potential in a supportive environment.

The Opportunity

Our Technical Support Team serves as the frontline of customer success, specializing in providing expert assistance to users navigating our SaaS solutions. They troubleshoot technical challenges, answer complex queries, and ensure that customers can maximize the value of our products. Beyond solving immediate issues, the team collaborates closely with product and development teams to report bugs, contribute to product enhancements, and share insights into user experiences.

The Team

The Technical Analyst I works with clients to resolve issues, lead conversations, coordinate activities across departments, and reproduce issues to maintain high client satisfaction. As a Technical Analyst, you will work side-by-side with experienced technology leaders for both on-premises and SaaS products. You will be exposed to a variety of technologies and take responsibility for the creation of a positive customer experience.

What You Bring

Technical Skills

2+ Years of relevant technical experience.
Proven experience working with SaaS platforms (mandatory).
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.
Ability to share best practices for the utilization and deployment of Varicent products.
Ability to help customers maximize their product’s business value.
Troubleshooting experience for web-based applications.

Collaboration and Communication

CEFR B2 level English proficiency or higher is required.
Ability to work and collaborate effectively in cross-functional teams.

What You’ll Do

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.
Proficiently utilize all 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.

Growth Path

1-3 Months

Efficiently familiarize yourself with the organization's systems, processes, and team dynamics.
Establish a working knowledge of key technologies and tools relevant to the role.
Complete training and start solving support cases.

4-6 Months

Demonstrate proficiency in using relevant analytical tools and technologies.
Be able to solve 90% of cases without need for assistance.
Actively contribute to team projects and initiatives.

7 Months & Beyond

Be able to solve 99% of cases without assistance; help build knowledge for the rest of the team.
Conduct in-depth analysis of complex technical issues and provide well-reasoned solutions.
Proactively anticipate and address potential challenges before they escalate.
Build and maintain positive relationships with key stakeholders.

Important Notes

Employment: Candidates selected for this position will be hired by Varicent’s designated professional employer organization. Your employment may be transferred to a local Varicent entity in the future.
Working Hours: This role requires employees to work within Eastern Standard Time (EST) business hours.
Remote Work: This position is fully remote. We embrace a results-driven work culture.

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: 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.

Learn More About Us

Equal Opportunity Employer

Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. If you require accommodation at any time during the recruitment process, please email accomodations@varicent.com.

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Support Engineer at Varicent