[Hiring] Application Support / SQL @Varicent

Role Description

As a Technical Analyst I, you will join Varicent's Technical Support team, a customer-facing organization responsible for helping customers successfully use and adopt Varicent's SaaS and on-premises solutions.

Working closely with customers, Product, Engineering, and internal support teams, you will:

• Investigate and resolve technical issues by analyzing customer-reported problems, reviewing logs, gathering diagnostic information, and reproducing issues.
• Communicate clearly with customers regarding issue status, troubleshooting steps, resolution plans, and next actions.
• Maintain accurate case documentation and customer records within CRM and support systems.
• Utilize support tools, knowledge resources, and established processes to manage cases efficiently.
• Collaborate with Product, Engineering, and internal teams to escalate issues and support resolution efforts.
• Share product knowledge and best practices that help customers improve solution utilization and business outcomes.
• Contribute to service-level objectives by supporting key performance metrics such as response times, resolution targets, and quality standards.
• Participate in on-call and weekend support rotations as required.

Qualifications

• 1+ years of experience supporting software applications, SaaS platforms, or customer-facing technical environments.
• Knowledge of relational databases and SQL fundamentals.
• Familiarity with client-server architecture and web-based application troubleshooting.
• Strong analytical and problem-solving skills with the ability to investigate technical issues systematically.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Experience documenting troubleshooting activities, findings, and resolutions.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Ability to manage multiple priorities while delivering a high-quality customer experience.

Requirements

• Complete onboarding and develop a working understanding of Varicent products, support processes, and troubleshooting methodologies within the first 30 days.
• Resolve common customer issues across Varicent products with guidance from peers and senior team members within 60 days.
• Independently manage a broad range of customer support issues and investigations within 90 days.

Benefits

• Comprehensive medical, dental, and vision coverage, tailored to your local needs.
• PTO and public holidays to rest, recharge, and do what matters most.
• Dedicated time to give back and support the communities that matter to you.
• Dedicated learning days to support continuous growth, skill development, and professional learning.
• Compensation that reflects your market and your value.
• Invest in your growth with support for continuing education and professional development.
• Work where you thrive — remote and hybrid options available across most regions.