Application Support Analyst - (Remote – Mexico Only)

Varicent; México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading SaaS solutions provider is seeking an Application Support Analyst to provide technical support for their platform. You will troubleshoot issues, guide users, and collaborate with engineering teams to deliver exceptional service. This is a fully remote role based in Mexico, offering a supportive work environment and opportunities for growth. Ideal candidates are technically curious and customer-focused.

Servicios

Market Leading Compensation Package

Comprehensive Employee Insurance Coverage

Wellness Programs

Annual Time Off

Remote Work Flexibility

Formación

• Hands-on experience with SaaS platforms and troubleshooting.
• Ability to translate technical concepts into clear, customer-friendly explanations.
• Familiarity with client-server architectures and web-based applications.

Responsabilidades

• Provide technical product support for the Varicent platform.
• Investigate and troubleshoot customer-reported issues.
• Collaborate with Engineering and Product teams to resolve issues.

Conocimientos

Technical problem-solving

SaaS platform understanding

Customer-focused communication

SQL knowledge

Educación

2+ years in technical/application support

Herramientas

Salesforce

Zendesk

Jira

Descripción del empleo

Mexico, Remote

At Varicent, we’re redefining how organizations achieve revenue success with cutting-edge SaaS solutions. Varicent is celebrated as a market leader in the 2025 Forrester Wave Report for SPM, the 2023 Ventana Research RPM Value Index, Gartner Peer Insights, the 2024 Gartner SPM Market Guide, and G2. Our solutions are trusted by global industry leaders. 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.

THE OPPORTUNITY

Our Application Support Team serves as the frontline of customer success, specializing in expert assistance to users navigating our SaaS solutions. They troubleshoot technical challenges, answer complex queries, and ensure customers maximize the value of our products. The team collaborates with product and development teams to report bugs, contribute to product enhancements, and share insights into user experiences. The goal is to deliver exceptional service, foster customer satisfaction, and enable seamless adoption of our technology across diverse use cases.

THE TEAM

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

As a Application Support Analyst, you will work alongside experienced technology leaders for both on-premises and SaaS products to support customers and partners, connecting with them via video, email, CRM, and other state-of-the-art communication methods. You will be exposed to a variety of technologies and will create a positive customer experience.

Application Support Analysts are at the center of our after-sales value proposition, leading conversations and coordinating activities with experts across Varicent.

What You'll Do

As an Application Support Analyst, you’ll work directly with business users and system admins to troubleshoot complex platform issues, guide usage of the Varicent SPM product, and ensure optimal product adoption and value.

This role sits at the intersection of technology, customer success, and product expertise, providing 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.
• 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.

EEO Note

Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration 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 during the recruitment process please email [e-mail]

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