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Product Support Analyst

hace 3 semanas

San José, San José, Costa Rica Varicent A tiempo completo

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. Here's why you'll thrive at Varicent:

  • 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

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

Technical Skills (Required)

  • 3+ 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 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.

Want to Learn More About Us? Check out these Resources Below:

  • Varicent Blog
  • Varicent Careers 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

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