Technical Support Engineer (Remote | Mexico Only)

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💎 Seniority level: Junior, 2+ years

📍 Location: Mexico, EST

🔍 Industry: SaaS

🏢 Company: Varicent

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: SQLFrontend DevelopmentCommunication SkillsAnalytical SkillsRESTful APIsExcellent communication skillsTroubleshootingClient relationship managementTechnical supportCRMDebuggingEnglish communicationSaaS

Requirements:

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
Advanced English skills (spoken, written, and reading) are required

Responsibilities:

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

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