Application Support Analyst

Varicent

Application Support Analyst delivering technical support for SaaS solutions in Mexico. Collaborating with clients and internal teams for effective problem resolution and customer satisfaction.

Posted 5/12/2026full-timeRemote • 🇲🇽 MexicoJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, 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 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.

Requirements

What you’ll need

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.
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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingSaaSSQLrelational databasesclient-server architectureweb-based applicationsKPI targetsproblem descriptionlog filesreplication

Soft Skills

communicationbest practices sharingclient interactiontechnical instructionproblem-solving