Product Support Analyst - (Remote – Mexico Only)

• 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 Product 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. Their ultimate goal is to deliver exceptional service, foster customer satisfaction, and enable seamless adoption of our technology across diverse use cases. 

THE TEAM 

The Product Support Analyst works with clients to resolve issues, lead conversations and coordinate activities across departments, and reproduces issues to maintain high client satisfaction. 

As a Product Support Analyst, you will have the opportunity to work side-by-side with some of the most experienced technology leaders for both on-premises and SaaS products to support our customers/business partners and connect with them by video conference, email and CRM and other state of the art communication methods. You will also be exposed to a variety of technologies and take responsibility for the creation of a positive customer experience. 

Product Support Analysts are at the center of our after-sales value proposition to our clients, and you will lead conversations and coordinate activities with experts and leaders across departments and divisions in Varicent. 

What You'll Do

As a Product Support Analyst, you won’t be doing traditional IT support. Instead, you’ll be working directly with business users and system admins to troubleshoot complex platform issues, guide usage of our Varicent SPM product, and ensure optimal product adoption and value.

This role sits at the intersection of technology, customer success, and product expertise, giving you exposure to a broad tech stack, real-world business problems, and cross-functional collaboration.

In this role, you will:

• Provide technical product support for the Varicent platform (both on-prem and SaaS environments).
• Investigate, analyze, and troubleshoot customer-reported issues — from user experience bugs to data anomalies and performance concerns.
• Work closely with Engineering and Product teams to escalate and document product issues.
• Guide users on platform best practices, configurations, and use cases to maximize value.
• Reproduce reported problems, perform root cause analysis, and suggest resolutions.
• Maintain high levels of customer satisfaction by delivering timely, clear, and empathetic communication.

What You Bring

We’re looking for technically curious, customer-focused professionals who enjoy solving real-world problems using powerful software tools.

Technical Skills:

• 2+ years of experience in a technical support, application support, or product support role (ideally in a SaaS company).
• Hands-on experience with SaaS platforms – understanding deployment models, common issues, and troubleshooting approaches.
• Familiarity with relational databases (SQL scripting + basic administration).
• Understanding of client-server architectures and web-based applications.
• Ability to translate technical concepts into clear, customer-friendly explanations.
• Comfortable using ticketing systems (like Salesforce, Zendesk, Jira) and remote collaboration tools.

Bonus Points:

• Experience supporting enterprise software or analytics platforms.
• Knowledge of scripting or automation tools.
• Exposure to CRM, compensation, or revenue-related software.

🚫 What This Role Is NOT:

To help you determine if this opportunity is right for you, please note:

This is NOT an internal IT Helpdesk or traditional tech support role.

You will:

❌ Not support internal employees or troubleshoot hardware/network issues

❌ Not reset passwords or manage tickets for standard IT systems

❌ Not handle desktop support or software installations

Instead, this role is about:
✅ Supporting external business users and admins of our Varicent SaaS platform
✅ Troubleshooting complex product and configuration issues
✅ Working directly with customers, engineers, and product teams to ensure customer success

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 Blog 
• Varicent Careers Blog  
• Varicent LinkedIn Page
• Varicent X Page 
• Varicent Instagram Page 
• Varicent Facebook Page