Bilingual English/Spanish Support Data Analyst

Verato; Mérida; On-site; MXN 420,000 - 540,000; Full time

Job summary

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.

Qualifications

• 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.

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.

Skills

Bilingual English/Spanish

Customer service

Communication

Analytical thinking

Education

Degree in Computer Science or related field

Tools

AWS CloudWatch

REST APIs

PostgreSQL

Scripting

BI tools

Job description

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.