Senior Support Engineer - (Remote – Mexico Only)

Varicent; México; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading SaaS company is looking for a Senior Support Engineer to help clients maximize value from their solutions. This remote role involves troubleshooting technical issues, providing expert guidance, and collaborating across teams. Candidates must have 5+ years experience in technical support, strong SQL skills, and familiarity with cloud platforms. Comprehensive benefits and a flexible work culture are offered.

Servicios

Market Leading Compensation Package

Wellness Programs

Comprehensive Employee Insurance Coverage

Annual Time Off

Dynamic Work Culture

Formación

• 5+ years of experience in technical support, ideally in a SaaS environment.
• Strong understanding of relational databases and SQL.
• Familiarity with client-server architecture and web-based applications.

Responsabilidades

• Resolve technical issues through root cause analysis.
• Provide multi-channel support and collaborate cross-functionally.
• Maintain detailed case documentation.

Conocimientos

Technical Issue Resolution

SQL Scripting

Root Cause Analysis

Client-Server Architecture

APIs and REST Integration

Log File Analysis

Linux Environment

Descripción del empleo

Senior Support Engineer - (Remote – Mexico Only)

Mexico, Remote

As part of Varicent\'s world-class Technical Support Team, you will serve as the frontline of customer success, helping clients maximize the value of our industry-leading SaaS solutions. You will troubleshoot complex issues, provide expert guidance, and collaborate closely with cross-functional teams including Product and Engineering to ensure our users receive exceptional support experiences.

Our customers span the globe and rely on Varicent to drive mission-critical processes. Your role is essential to keeping them productive, confident, and successful.

The Opportunity

Your responsibilities include resolving technical issues through investigation, root cause analysis, and best practice guidance; providing multichannel support; collaborating with Engineering, Product, and Customer Success to escalate and resolve issues; maintaining detailed case documentation; and participating in on-call rotations for weekend or after-hours coverage.

What You'll Do

• Act as a trusted advisor by resolving technical issues through investigation, root cause analysis, and best practice guidance.
• Troubleshoot incidents by gathering detailed problem descriptions, log files, error traces, and replicating issues as needed.
• Provide multichannel support via CRM, email, video conferencing, and screen sharing.
• Collaborate cross-functionally with Engineering, Product, and Customer Success to escalate and resolve issues efficiently.
• Maintain detailed case documentation and ensure timely updates and communication with customers.
• Participate in the on-call rotation for weekend or after-hours coverage.
• Champion knowledge sharing and help evolve our internal knowledge base.
• Share best practices for configuration, deployment, and product usage to drive customer adoption and satisfaction.

What You Bring (Technical Skills Required)

• 5+ years of experience in a technical support or application support role, ideally within a SaaS environment.
• Strong understanding of relational databases and SQL scripting (querying, updating, debugging).
• Familiarity with client-server architecture and web-based application support.
• Experience in log file analysis, trace review, and root cause identification.
• Exposure to network fundamentals including DNS, DHCP, SSL, proxies, and firewall configurations.
• Experience with APIs and REST-based integrations.
• Ability to clearly explain technical concepts to non-technical users.
• Comfortable working in a high-volume case environment, prioritizing effectively under pressure.
• Understanding of OAuth, SSO/SAML, and authentication protocols.
• Experience working in a Linux environment (basic navigation, logs, environment variables).
• Familiarity with cloud platforms, especially AWS.
• Understanding of Java-based applications, including analyzing stack traces or exceptions.
• Experience supporting email protocols such as SMTP, POP, IMAP.

Notes

• 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.

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]