Technical Support Engineer
The Opportunity
We’re looking for a technically skilled and service-oriented Application Support Analyst to join our Technical Support team in Mérida. This team is the frontline of client success, responsible for resolving product-related issues, ensuring smooth customer experiences, and contributing to the overall improvement of our platform.
If you enjoy problem-solving, excel at technical communication, and want to make an impact in a fast-paced SaaS environment, we want to meet you.
Your Role: What You'll Do
Troubleshoot and resolve technical issues with Varicent’s SaaS and on-premises solutions
Analyze logs, traces, and error reports to identify and fix issues
Maintain detailed case records in our CRM system and keep clients informed of progress
Collaborate with internal teams to escalate complex problems and drive resolutions
Share best practices with customers to help them gain maximum value from the product
Continuously improve knowledge base and support documentation
Participate in on-call weekend support rotation as scheduled
Your Profile: What You Bring
Technical Expertise
Minimum 2 years of experience in technical or application support
Strong understanding of relational databases, SQL scripting, and basic administration
Familiarity with client-server architecture and web-based application environments
Experience working with CRM/ticketing systems (e.g., Salesforce, Zendesk, ServiceNow)
Experience supporting U.S.-based clients is a strong plus
Communication & Collaboration
Advanced English skills (spoken, written, and reading) are required
Ability to explain technical concepts clearly to users with varying levels of technical expertise
Effective at working across cross-functional and international teams
Why You’ll Thrive at Varicent
Innovate with purpose: Contribute to impactful solutions used by clients worldwide
Grow professionally: We support ongoing learning and long-term career development
Collaborate with the best: Join a diverse, supportive, and high-performing team
Lead the change: Help redefine how organizations drive revenue success
Important Application Requirements
Only candidates currently living in Mexico will be considered
A resume written in English is required for your application to be reviewed
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 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. We are excited to welcome you and support you throughout this journey!
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:
About the job
Apply for this position
Technical Support Engineer
The Opportunity
We’re looking for a technically skilled and service-oriented Application Support Analyst to join our Technical Support team in Mérida. This team is the frontline of client success, responsible for resolving product-related issues, ensuring smooth customer experiences, and contributing to the overall improvement of our platform.
If you enjoy problem-solving, excel at technical communication, and want to make an impact in a fast-paced SaaS environment, we want to meet you.
Your Role: What You'll Do
Troubleshoot and resolve technical issues with Varicent’s SaaS and on-premises solutions
Analyze logs, traces, and error reports to identify and fix issues
Maintain detailed case records in our CRM system and keep clients informed of progress
Collaborate with internal teams to escalate complex problems and drive resolutions
Share best practices with customers to help them gain maximum value from the product
Continuously improve knowledge base and support documentation
Participate in on-call weekend support rotation as scheduled
Your Profile: What You Bring
Technical Expertise
Minimum 2 years of experience in technical or application support
Strong understanding of relational databases, SQL scripting, and basic administration
Familiarity with client-server architecture and web-based application environments
Experience working with CRM/ticketing systems (e.g., Salesforce, Zendesk, ServiceNow)
Experience supporting U.S.-based clients is a strong plus
Communication & Collaboration
Advanced English skills (spoken, written, and reading) are required
Ability to explain technical concepts clearly to users with varying levels of technical expertise
Effective at working across cross-functional and international teams
Why You’ll Thrive at Varicent
Innovate with purpose: Contribute to impactful solutions used by clients worldwide
Grow professionally: We support ongoing learning and long-term career development
Collaborate with the best: Join a diverse, supportive, and high-performing team
Lead the change: Help redefine how organizations drive revenue success
Important Application Requirements
Only candidates currently living in Mexico will be considered
A resume written in English is required for your application to be reviewed
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 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. We are excited to welcome you and support you throughout this journey!
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: