Product Support Analyst - (Remote – Mexico Only)

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

Descripción de la vacante

A leading SaaS company is seeking a Product Support Analyst to provide expert assistance to users navigating their platform. This role involves troubleshooting technical challenges and ensuring customers maximize the value of the products. Candidates should have at least 2 years in technical support, ideally in a SaaS environment. The position is remote, offering flexible hours and a competitive compensation package.

Servicios

Market Leading Compensation Package

Comprehensive Employee Insurance Coverage

Wellness Programs

Remote Work Flexibility

Continuous Development Opportunities

Formación

• Proven track record in technical support or application support.
• Hands-on experience with SaaS deployment models.
• Familiarity with relational databases.
• Ability to translate technical concepts for customers.

Responsabilidades

• Provide technical product support for Varicent's SaaS platform.
• Investigate customer-reported issues related to the platform.
• Work with Engineering and Product teams to support product issues.
• Maintain high customer satisfaction through effective communication.

Conocimientos

Technical support experience

Problem-solving skills

Customer-focused approach

Communication skills

Educación

2+ years in technical support

Experience with SaaS platforms

Herramientas

Salesforce

Jira

Zendesk

Descripción del empleo

Mexico, Remote

At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting‑edge SaaS solutions empower revenue leaders globally to design smarter go‑to‑market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM, 2023 Ventana Research Revenue Performance Management (RPM) Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, and G2. Our solutions are trusted by a diverse range of global industry leaders like T‑Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody’s, Stryker and hundreds more.

• 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.

Join us at Varicent—where your talent and ambition meet limitless opportunities for success!

THE OPPORTUNITY

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

THE TEAM

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

What You’ll Do

As a Product Support Analyst, 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 escalat[e] 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.

• ❌ 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

Progress & Expectations

• 1‑3 Months: Familiarize with systems, processes, and tools; complete training and begin support cases.


• 4‑6 Months: Demonstrate proficiency; solve ~90% of cases independently; contribute to team projects.


• 7+ Months: Solve ~99% of cases independently; conduct in‑depth analysis and provide solutions; build knowledge base; maintain positive stakeholder relationships.

Legal & Practical Information

• Candidates selected will be hired by Varicent’s designated professional employer organization. Employment may transfer to a local Varicent entity with comparable role, responsibilities, and benefits.


• Requirement to work within Eastern Standard Time (EST) business hours; flexibility needed.


• This position is fully remote. Results‑driven culture with performance focus.


• Market Leading Compensation Package.


• Wellness Programs to Support Health and Wellbeing.


• Remote Work Flexibility.


• Comprehensive Employee Insurance Coverage: Medical, Dental, Vision, Life Insurance.


• Annual Time Off: Time off 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.

Equal Opportunity Statement

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

Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact.