Saas Support Analyst

At Varicent, we're not just transforming the Sales Performance Management (SPM) market—we're redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the _2025 Forrester Wave Report for SPM_, _2023 Ventana Research Revenue Performance Management (RPM) Value Index_, _Gartner Peer Insights_, _2024 Gartner SPM Market Guide_, and _G2. _Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here's why you'll thrive at Varicent:

- **Innovate with Purpose: Build impactful solutions for customers worldwide.**:

- **Join Excellence: Work in a diverse, collaborative, and innovative team.**:

- **Shape the Future: Lead in redefining revenue optimization.**:

- **Grow Together: Unlock your potential in a supportive environment.**

Join us at Varicent—where your talent and ambition meet limitless opportunities for success

**THE OPPORTUNITY**

Our SaaS Suppor**t**Team serves as the frontline of customer success, specializing in providing expert assistance to users navigating our SaaS solutions. They troubleshoot technical challenges, answer complex queries, and ensure that customers can maximize the value of our products. Beyond solving immediate issues, the team collaborates closely with product and development teams to report bugs, contribute to product enhancements, and share insights into user experiences. Their ultimate goal is to deliver exceptional service, foster customer satisfaction, and enable seamless adoption of our technology across diverse use cases.

**THE TEAM**

The SaaS Support Analyst works with clients to resolve issues, lead conversations and coordinate activities across departments, and reproduces issues to maintain high client satisfaction.

SaaS Support Analysts are at the center of our after-sales value proposition to our clients, and you will lead conversations and coordinate activities with experts and leaders across departments and divisions in Varicent.

**What You'll Do**

As a SaaS Support Analyst, you won't be doing traditional IT support. Instead, you'll be working directly with business users and system admins to troubleshoot complex platform issues, guide usage of our Varicent SPM product, and ensure optimal product adoption and value.

This role sits at the intersection of technology, customer success, and product expertise, giving you exposure to a broad tech stack, real-world business problems, and cross-functional collaboration.

In this role, you will:

- 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.

**What You Bring**

We're looking for technically curious, customer-focused professionals who enjoy solving real-world problems using powerful software tools.

**Technical Skills**:

- Hands-on experience with SaaS platforms - understanding deployment models, common issues, and troubleshooting approaches.
- Familiarity with relational databases (SQL scripting + basic administration).
- Ability to translate technical concepts into clear, customer-friendly explanations.
- Comfortable using ticketing systems (like Salesforce, Zendesk, Jira) and remote collaboration tools.

**Bonus Points**:

- Experience supporting enterprise software or analytics platforms.
- Knowledge of scripting or automation tools.
- Exposure to CRM, compensation, or revenue-related software.

**What This Role Is NOT**:
To help you determine if this opportunity is right for you, please note:
This is NOT an internal IT Helpdesk or traditional tech support role.

You will:
❌ Not support internal employees or troubleshoot hardware/network issues

❌ Not reset passwords or manage tickets for standard IT systems

❌ Not handle desktop support or software installations

**Instead, this role is about**:
Supporting external business users and admins of our Varicent SaaS platform
Troubleshooting complex product and configuration issues
Working directly with customers, engineers, and product teams to ensure customer success

**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.