Associate Support Analyst

Verato; Mérida; Presencial; MXN 420.000 - 540.000; Jornada completa

Descripción de la vacante

Verato in Mérida, Yucatán, México, is seeking an Associate Support Analyst to join its Customer Experience team. This role focuses on technical support, data analysis, and issue resolution for Verato customers, working closely with Product, Engineering, and Sales.

You will troubleshoot issues, analyze data, and communicate effectively to ensure customer success, with relocation support if needed within 60 days of acceptance.

Formación

• Degree in Computer Science, Analytics, Information Systems, or a related field.
• Bilingual proficiency in English and Spanish, both written and verbal.
• Strong customer service orientation with excellent communication, problem-solving, and organizational skills.
• Ability to work collaboratively in a fast-paced environment with sound judgment and urgency.

Responsabilidades

• Deliver timely and effective support by responding to customer tickets, calls, and incidents while assessing priority and severity levels.
• Troubleshoot customer issues and collaborate with Customer Experience, Product, and Engineering teams to drive resolution.
• Analyze customer data to identify trends, diagnose issues, and provide actionable insights and recommendations.
• Build trusted customer relationships through proactive communication and a commitment to customer satisfaction.
• Document solutions and contribute to knowledge base content, FAQs, and support documentation.
• Collect and communicate customer feedback, product enhancement requests, and usability insights to internal stakeholders.
• Test and validate new product functionality across identity management domains, including MDM, MPI, Provider, and Data Stewardship solutions.
• Monitor support metrics and contribute to reporting, operational analysis, and continuous improvement initiatives.
• Participate in on-call rotations and assist with troubleshooting high-severity customer incidents.
• Identify opportunities to expand customer value and collaborate with CSM and Sales teams on potential upsell opportunities.

Conocimientos

Bilingual English/Spanish

Customer service

Communication

Analytical thinking

Educación

Degree in Computer Science or related field

Herramientas

AWS CloudWatch

REST APIs

PostgreSQL

Scripting

BI tools

Descripción del empleo

This position is based in Mérida, Yucatán, México. If you do not live in/around Merida, and are still interested in this position, relocation will be required within 60 days of accepting this position. Verato will provide a relocation bonus of $42,500 MNX pesos to help with your move.

ABOUT VERATO

As digital transformation and AI progress at lightning speed, organizations find themselves data-rich and insights-poor. Digital transformation’s promise to drive better experiences and business performance is falling short. Data is often trapped in silos across disconnected systems of record, such as ERPs and EHRs, systems of engagement, such as CRMs, and systems of insight, such as cloud data platforms. These systems cannot integrate seamlessly without a single source of truth for identity, making it impossible to share and consume complete and trusted 360-degree views of people, organizations, and networks.

Verato, the identity intelligence experts, powers exceptional experiences everywhere by solving the problem that drives everything else — knowing who is who. The Verato MDM Cloudä, the next generation of MDM, delivers unprecedented identity intelligence by uniquely combining extraordinary identity resolution and enrichment with identity verification, AI-powered data governance, and advanced insights. Verato re-imagines MDM to be purpose-built and nimble to drive a complete and trusted 360-degree view of people, organizations, and networks across complex ecosystems with unmatched speed to value, enterprise-grade performance, and customer success. More than 75% of the US population flows through Verato, powering a single source of truth for identity across the critical industries of healthcare, life sciences, financial services, public sector, and beyond. For more information, visit verato.com.

Core to Verato’s strategy for sustained growth is our commitment to building a strong, people-first culture that attracts, develops, and retains top talent worldwide. Verato operates on the simple principle that a company must prioritize its employees first and foremost. In return, these employees will take care of the company’s customers, and in turn, those customers will support the company’s shareholders. Verato believes in empowering teams with the best tools and development opportunities available. Staff are given chances to expand their knowledge in areas like technology (e.g., big data, distributed/cloud computing, complex algorithms), healthcare, and organizational development. As Verato continues a path of high growth and significant impact, every team member gains an influential front-row seat as we execute our business strategy. Together, we can bring about a profound and positive transformation in healthcare as we know it today.

VERATO VALUES

We are committed to continually raising the standard of excellence throughout the organization, from marketing to engineering to customer service. Our guiding principles are to Make a Difference, to be Trustworthy, and to be Customer Obsessed.

Verato employees have a precise focus on proactively protecting the privacy and security of all systems while always ensuring they are following documented policies and procedures.

ABOUT THE POSITION

The Associate Support Analyst serves as a key member of the Support Team providing technical support, data analysis, and issue resolution for Verato customers. This Customer Experience role requires strong analytical and communication skills, a customer-first mindset, and the ability to collaborate across Support, Product, Engineering, and Sales teams to ensure customer success.

KEY RESPONSIBILITIES

• Deliver timely and effective support by responding to customer tickets, calls, and incidents while assessing priority and severity levels.
• Troubleshoot customer issues and collaborate with Customer Experience, Product, and Engineering teams to drive resolution.
• Analyze customer data to identify trends, diagnose issues, and provide actionable insights and recommendations.
• Build trusted customer relationships through proactive communication and a commitment to customer satisfaction.
• Document solutions and contribute to knowledge base content, FAQs, and support documentation.
• Collect and communicate customer feedback, product enhancement requests, and usability insights to internal stakeholders.
• Test and validate new product functionality across identity management domains, including MDM, MPI, Provider, and Data Stewardship solutions.
• Monitor support metrics and contribute to reporting, operational analysis, and continuous improvement initiatives.
• Participate in on-call rotations and assist with troubleshooting high-severity customer incidents.
• Identify opportunities to expand customer value and collaborate with CSM and Sales teams on potential upsell opportunities.

REQUIREMENTS

• Degree in Computer Science, Analytics, Information Systems, or a related field.
• Bilingual proficiency in English and Spanish, both written and verbal.
• Strong customer service orientation with excellent communication, problem-solving, and organizational skills.
• Ability to work collaboratively in a fast-paced environment while demonstrating sound judgment and a high sense of urgency.

Technical experience with:

• Cloud platforms and monitoring tools (AWS CloudWatch preferred)
• REST and SOAP APIs
• SQL and relational databases (PostgreSQL preferred)
• Scripting and data analysis tools
• Reporting and Business Intelligence technologies
• Data preparation and data wrangling tools