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Technical Support Engineer (Remote | Mexico Only)
Mexico, Remote
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. Here’s 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.
Join us at Varicent—where your talent and ambition meet limitless opportunities for success!
The Opportunity
We’re looking for a technically skilled and service-oriented Application Support Analyst to join our Technical Support team in Mérida. This team is the frontline of client success, responsible for resolving product-related issues, ensuring smooth customer experiences, and contributing to the overall improvement of our platform.
If you enjoy problem-solving, excel at technical communication, and want to make an impact in a fast-paced SaaS environment, we want to meet you.
Your Role: What You'll Do
- Troubleshoot and resolve technical issues with Varicent’s SaaS and on-premises solutions
- Analyze logs, traces, and error reports to identify and fix issues
- Maintain detailed case records in our CRM system and keep clients informed of progress
- Collaborate with internal teams to escalate complex problems and drive resolutions
- Share best practices with customers to help them gain maximum value from the product
- Continuously improve knowledge base and support documentation
- Participate in on-call weekend support rotation as scheduled
Your Profile: What You Bring
Technical Expertise
- Minimum 2 years of experience in technical or application support
- Strong understanding of relational databases, SQL scripting, and basic administration
- Familiarity with client-server architecture and web-based application environments
- Experience working with CRM/ticketing systems (e.g., Salesforce, Zendesk, ServiceNow)
- Experience supporting U.S.-based clients is a strong plus
Communication & Collaboration
- Advanced English skills (spoken, written, and reading) are required
- Ability to explain technical concepts clearly to users with varying levels of technical expertise
- Effective at working across cross-functional and international teams
Why You’ll Thrive at Varicent
- Innovate with purpose: Contribute to impactful solutions used by clients worldwide
- Grow professionally: We support ongoing learning and long-term career development
- Collaborate with the best: Join a diverse, supportive, and high-performing team
- Lead the change: Help redefine how organizations drive revenue success
Important Application Requirements
- Only candidates currently living in Mexico will be considered
- A resume written in English is required for your application to be reviewed
1-3 MONTHS
- Efficiently familiarize oneself 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 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.
Note
- 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. In such event, Varicent may recognize your seniority and provide you with comparable role, responsibilities and benefits. We are excited to welcome you and support you throughout this journey!
- This role requires employees to work within Eastern Standard Time (EST) business hours. While we are open to candidates from outside the EST time zone, please be prepared to adjust your working hours to align with this time zone. Flexibility will be essential to ensure seamless collaboration with the team and stakeholders.
- This position is fully remote. We embrace a results-driven work culture, focusing on performance and collaboration over location. As part of our team, you’ll have the opportunity to build a work-life balance that suits you, while staying connected with a diverse, global team through virtual tools and regular online communication. Whether you're working from home or a co-working space we’re committed to supporting you with the resources and autonomy needed to succeed in a remote environment.
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.
Want to Learn More About Us? Check out these Resources Below:
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact
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