[Hiring] SaaS Support Analyst - SQL Focus @Varicent

Role Description

Our Technical Support Team serves as the frontline of customer success, specializing in providing expert assistance to users navigating our SaaS solutions. They troubleshoot technical challenges, answer complex queries, and ensure that customers can maximize the value of our products. Beyond solving immediate issues, the team collaborates closely with product and development teams to report bugs, contribute to product enhancements, and share insights into user experiences. Their ultimate goal is to deliver exceptional service, foster customer satisfaction, and enable seamless adoption of our technology across diverse use cases.

The Team

The Technical Analyst I works with clients to resolve issues, lead conversations, and coordinate activities across departments, and reproduces issues to maintain high client satisfaction.

• Work side-by-side with experienced technology leaders for both on-premises and SaaS products.
• Support customers/business partners through video conference, email, CRM, and other communication methods.
• Expose yourself to a variety of technologies and take responsibility for creating a positive customer experience.
• Lead conversations and coordinate activities with experts and leaders across departments and divisions in Varicent.

What You Bring

• 2+ Years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory).
• Familiarity with relational databases concepts, both basic administration and SQL scripting.
• Familiarity with client-server architecture.
• Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience.
• Sharing best practices for the utilization and deployment of Varicent products.
• Help customers maximize their product’s business value.
• Troubleshooting experience for web-based applications.
• CEFR B2 level English proficiency or higher is required.
• Ability to work and collaborate effectively in cross-functional teams.

What You’ll Do

• Resolve technical problems by troubleshooting incidents, including collecting detailed problem descriptions, traces, log files, and replication.
• Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
• Proficient in utilizing all support tools and processes to resolve cases.
• Share best practices for the utilization and deployment of Varicent products.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on-call rotation.

1-3 Months

• Efficiently familiarize oneself with the organization's systems, processes, and team dynamics.
• Establish a working knowledge of key technologies and tools relevant to the role.
• Complete training and start solving support cases.

4-6 Months

• Demonstrate proficiency in using relevant analytical tools and technologies.
• Be able to solve 90% of cases without need for assistance.
• Actively contribute to team projects and initiatives.

7 Months & Beyond

• Be able to solve 99% of cases without assistance, help build knowledge for the rest of the team.
• Conduct in-depth analysis of complex technical issues and provide well-reasoned solutions.
• Proactively anticipate and address potential challenges before they escalate.
• Build and maintain positive relationships with key stakeholders.

Note

Candidates selected for this position will be hired by Varicent’s designated professional employer organization. Your employment may be transferred to a local Varicent entity in the future. In such event, Varicent may recognize your seniority and provide you with comparable role, responsibilities, and benefits.

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.

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.