Senior Support Engineer (Remote – Mexico Only)

Varicent; A distancia; MXN 892,000 - 1,250,000; Jornada completa

Descripción de la vacante

A leading SaaS company is looking for a Technical Support Specialist to resolve technical issues and drive customer success. You'll troubleshoot complex problems, collaborate with teams, and ensure exceptional support for clients globally. The ideal candidate has 5+ years of experience in technical support, strong SQL knowledge, and the ability to guide non-technical users. This remote position provides flexibility and a supportive work environment, along with a market-leading compensation package and wellness programs.

Servicios

Market Leading Compensation Package

Wellness Programs

Remote Work Flexibility

Comprehensive Employee Insurance Coverage

Formación

• 5 years of experience in a technical support or application support role ideally within a SaaS environment.
• Strong understanding of SQL scripting and relational databases.
• Familiarity with client-server architecture and web-based application support.

Responsabilidades

• Resolve technical issues through investigation and best-practice guidance.
• Gather detailed problem descriptions and replicate issues as needed.
• Collaborate with cross-functional teams to elevate and resolve issues quickly.

Conocimientos

Technical support experience

SQL scripting

Relational databases

Log file analysis

Network fundamentals

APIs

Client-server architecture

Descripción del empleo

About Varicent

At Varicent were not just transforming the Sales Performance Management (SPM) market were 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, Moodys, Stryker and hundreds more.

Why You’ll Thrive

• 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

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.

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 elevate 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.
• Knowledge of browser developer tools and ability to analyze HAR files and network‑level issues.
• 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.

Bonus / Nice‑to‑Have Skills

• 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.

Benefits

• Market Leading Compensation Package.
• Wellness Programs to Support Health and Well‑being.
• 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.

Want to Learn More About Us? Check out these resources below

• Varicent Blog
• Varicent LinkedIn Page
• Varicent X Page
• Varicent Instagram Page
• Varicent Facebook Page

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 [email protected]

Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Required Experience

Senior IC

Key Skills

• Cluster
• B2C
• Cost Estimation
• External Audit
• Concrete Pump

Employment Type: Full Time

Experience: years

Vacancy: 1