Varicent

Application Support Analyst

Varicent

full-time

Posted on:

Origin:  • 🇲🇽 Mexico

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Job Level

Mid-LevelSenior

Tech Stack

AWSCloudDNSJavaLinuxServiceNowSMTPSQL

About the role

  • Serve as frontline of customer success for Varicent’s SaaS solutions, helping clients maximize product value.
  • Troubleshoot complex issues through investigation, root cause analysis, log and trace review, and issue replication.
  • 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 the internal knowledge base.
  • Share best practices for configuration, deployment, and product usage to drive customer adoption and satisfaction.

Requirements

  • 3+ 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.
  • Participate in the on-call rotation for weekend or after-hours coverage.
  • (Nice-to-have) Understanding of OAuth, SSO/SAML, and authentication protocols.
  • (Nice-to-have) Experience working in a Linux environment (basic navigation, logs, environment variables).
  • (Nice-to-have) Familiarity with cloud platforms, especially AWS.
  • (Nice-to-have) Understanding of Java-based applications, including analyzing stack traces or exceptions.
  • (Nice-to-have) Experience supporting email protocols such as SMTP, POP, IMAP.
  • Must be able to work within Eastern Standard Time (EST) business hours.