[Hiring] Technical Support Engineer @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 Technical Analyst I works with clients to resolve issues, lead conversations and coordinate activities across departments, and reproduces issues to maintain high client satisfaction. As a Technical Analyst, you will have the opportunity to work side-by-side with some of the most experienced technology leaders for both on-premises and SaaS products to support our customers/business partners and connect with them by video conference, email and CRM and other state of the art communication methods. You will also be exposed to a variety of technologies and take responsibility for the creation of a positive customer experience. Technical Analysts are at the center of our after-sales value proposition to our clients, and you will lead conversations and coordinate activities with experts and leaders across departments and divisions in Varicent.

Qualifications

• 2+ Years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory).
• Familiar with relational databases concepts, both basic administration and SQL scripting.
• Familiar 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.
• 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.

Requirements

• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, 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.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on call rotation.

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.