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Senior Support Engineer - (Remote – Mexico Only)

Senior Support Engineer - (Remote – Mexico Only)

VaricentCiudad de México, Mexico
Hace 10 horas
Tipo de contrato
  • Teletrabajo
Descripción del trabajo

Senior Support Engineer - Remote (Mexico Only)

1 day ago Be among the first 25 applicants

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 Is Acknowledged As A Market Leader In The 2025 Forrester Wave Report For SPM, 2023 Ventana Research RPM Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, And G2, With Clients Like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody’s, Stryker And More.

Overview

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 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

  • 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. Flexibility will be essential to align with the EST time zone for collaboration with the team and stakeholders.
  • This position is fully remote. We emphasize a results-driven culture with resources and autonomy to succeed in a remote environment.

    • Benefits

  • 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 : Innovative and multicultural environment.
  • 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 accomodations@varicent.com. Varicent also complies with fair employment practices regarding citizenship and immigration status. By applying for a position, you confirm you have read and agree to our Job Applicant Privacy Notice.

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    Senior Support Engineer • Ciudad de México, Mexico