Job Type: Contractor

Location:

Important: This role is listed as a 12 month contract.

Summary of the Role and Team

As a Technical Analyst I, you will join Varicent’s Technical Support team, a customer-facing organization responsible for helping customers successfully use and adopt Varicent’s SaaS and on-premises solutions.

Working closely with customers, Product, Engineering, and internal support teams, you will investigate technical issues, provide timely resolutions, and help customers maximize the value of their Varicent solutions. This role offers exposure to a broad range of technologies and is ideal for someone who enjoys problem-solving, troubleshooting, and delivering exceptional customer experiences.

What You Will Be Doing

• Investigate and resolve technical issues by analyzing customer-reported problems, reviewing logs, gathering diagnostic information, and reproducing issues

• Communicate clearly with customers regarding issue status, troubleshooting steps, resolution plans, and next actions

• Maintain accurate case documentation and customer records within CRM and support systems

• Utilize support tools, knowledge resources, and established processes to manage cases efficiently

• Collaborate with Product, Engineering, and internal teams to escalate issues and support resolution efforts

• Share product knowledge and best practices that help customers improve solution utilization and business outcomes

• Contribute to service-level objectives by supporting key performance metrics such as response times, resolution targets, and quality standards

• Participate in on-call and weekend support rotations as required

What You Bring

• 1+ years of experience supporting software applications, SaaS platforms, or customer-facing technical environments

• Knowledge of relational databases and SQL fundamentals

• Familiarity with client-server architecture and web-based application troubleshooting

• Strong analytical and problem-solving skills with the ability to investigate technical issues systematically

• Ability to communicate technical concepts clearly to both technical and non-technical audiences

• Experience documenting troubleshooting activities, findings, and resolutions

• Ability to collaborate effectively with cross-functional teams and stakeholders

• Ability to manage multiple priorities while delivering a high-quality customer experience  

Success Outcomes

First 30 Days

• Complete onboarding and develop a working understanding of Varicent products, support processes, and troubleshooting methodologies

• Become familiar with support tools, knowledge resources, escalation paths, and case management practices

• Begin contributing to customer cases while demonstrating strong documentation and communication skills

Within 60 Days

• Resolve common customer issues across Varicent products with guidance from peers and senior team members

• Demonstrate proficiency using support tools and established troubleshooting processes

• Maintain accurate customer communications and case records while meeting team quality standards

Within 90 Days

• Independently manage a broad range of customer support issues and investigations

• Resolve issues within expected service levels while effectively collaborating with internal stakeholders when escalation is required

• Demonstrate the ability to troubleshoot complex issues, identify root causes, and communicate resolutions effectively

• Consistently contribute to customer satisfaction, support quality, and operational performance objectives

For this role, the estimated annual base salary range is between 127,000.00 – 166,700.00 RON. In addition to base salary, our compensation package may include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. The actual base salary will vary based on factors including individual qualifications and market data, as objectively assessed during the interview process.

This posting is for an existing vacancy.

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement not replace human decision-making.

Overview of Benefits:

• Health & Wellness  Comprehensive medical, dental, and vision coverage, tailored to your local needs 

• Time Off  PTO and public holidays to rest, recharge, and do what matters most 

• Volunteer Days  Dedicated time to give back and support the communities that matter to you

• Ignite Days  Dedicated learning days to support continuous growth, skill development, and professional learning

• Financial  Compensation that reflects your market and your value 

• Tuition Assistance  Invest in your growth with support for continuing education and professional development 

• Flexibility  Work where you thrive remote and hybrid options available across most regions

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