Senior Technical Support Engineer - (Remote – Mexico Only)

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

Descripción de la vacante

A leading SaaS solutions provider is seeking a Senior Technical Support Engineer to provide expert support remotely. Responsibilities include resolving technical issues, maintaining documentation, and collaborating with teams to enhance customer satisfaction. The ideal candidate has over 5 years of experience in technical support, particularly in a SaaS environment, and a strong understanding of SQL and cloud platforms. This role offers a market-leading compensation package and comprehensive insurance coverage.

Servicios

Market Leading Compensation Package

Wellness Programs

Comprehensive Employee Insurance Coverage

Remote Work Flexibility

Formación

• 5+ years of experience in a technical support role within a SaaS environment.
• Strong understanding of relational databases and SQL scripting.
• Familiarity with cloud platforms, especially AWS.

Responsabilidades

• Resolve technical issues through investigation and analysis.
• Collaborate with Engineering to escalate and resolve customer problems.
• Maintain detailed case documentation and communicate updates with customers.

Conocimientos

Technical support in a SaaS environment

SQL scripting

Log file analysis

Client-server architecture

Understanding of APIs

Problem-solving under pressure

Herramientas

AWS

Linux

Descripción del empleo

Overview

Senior Technical Support Engineer - Remote – Mexico Only

Mexico, Remote

At Varicent, we’re redefining how organizations achieve revenue success with cutting-edge SaaS solutions. Varicent is trusted by global customers to drive revenue optimization and seller performance. This role sits in Varicent's world-class Technical Support Team, serving as the frontline of customer success to help clients maximize the value of our solutions.

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. You’ll have the opportunity to build a work-life balance that suits you 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 in accordance with applicable legislative requirements.
• Global Connected Culture: Hubs in Romania, UK, US, Canada.
• Dynamic Work Culture: Thrive in an innovative and multicultural environment.
• Grow with Us: Continuous development opportunities.

About Varicent

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 during the recruitment process, please email [e-mail].