Responsibilities
- Provide technical product support for the Varicent platform (both on-prem and SaaS environments)
- Investigate, analyze, and troubleshoot customer-reported issues — from user experience bugs to data anomalies and performance concerns
- Work closely with Engineering and Product teams to escalate and document product issues
- Guide users on platform best practices, configurations, and use cases to maximize value
- Reproduce reported problems, perform root cause analysis, and suggest resolutions
- Maintain high levels of customer satisfaction by delivering timely, clear, and empathetic communication
Requirements
- 2+ years of experience in a technical support, application support, or product support role (ideally in a SaaS company)
- Hands-on experience with SaaS platforms – understanding deployment models, common issues, and troubleshooting approaches
- Familiarity with relational databases (SQL scripting + basic administration)
- Understanding of client-server architectures and web-based applications
- Ability to translate technical concepts into clear, customer-friendly explanations
- Comfortable using ticketing systems (like Salesforce, Zendesk, Jira) and remote collaboration tools
Nice to Have
- Experience supporting enterprise software or analytics platforms
- Knowledge of scripting or automation tools
- Exposure to CRM, compensation, or revenue-related software
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
Team
Structure: Product Support Team
Additional Information
- 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.
