Product Support Analyst - Remote

Overview

As a Product Support Analyst at Varicent, you will provide expert assistance to users navigating our SaaS solutions, troubleshooting technical challenges and ensuring customers maximize product value.

In Short

• Provide technical product support for Varicent platform (SaaS and on-prem).
• Investigate and troubleshoot customer-reported issues.
• Work with Engineering and Product teams to escalate product issues.
• Guide users on best practices and configurations.
• Maintain high levels of customer satisfaction through clear communication.
• Collaborate with cross-functional teams.
• Support external business users and admins.
• Translate technical concepts into customer-friendly explanations.
• Participate in team projects and initiatives.
• Continuously develop professional skills and knowledge.

Requirements

• 2+ years in technical or product support role (preferably in SaaS).
• Hands-on experience with SaaS platforms.
• Familiarity with relational databases (SQL).
• Understanding of client-server architectures.
• Experience with ticketing systems (Salesforce, Zendesk, Jira).
• Strong problem-solving skills.
• Ability to work flexible hours to align with EST.
• Excellent communication skills.
• Customer-focused mindset.
• Ability to work in a remote environment.

Benefits

• Market Leading Compensation Package.
• Wellness Programs to Support Health and Wellbeing.
• Work with the latest tools and technologies.
• Remote Work Flexibility.
• Comprehensive Employee Insurance Coverage.
• Annual Time Off in accordance with legislative requirements.
• Global Connected Culture.
• Dynamic Work Culture.
• Continuous development opportunities.