Technical Analyst I

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 _2023 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 Technical Support 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 Technical Analyst I works with clients to resolve issues, lead conversations and coordinate activities across departments, and reproduces issues to maintain high client satisfaction.Technical 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 BRING****Technical Skills**- 1+ Years of relevant technical experience.- Familiar with relational databases concepts, both basic administration and SQL scripting.- Familiar with client server architecture.- Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience.- Sharing best practices for the utilization and deployment of Varicent products.- Help customers maximize their product's business value.**Collaboration and Communication**:- CEFR B2 level English proficiency or higher is required.- Ability to work and collaborate effectively in cross-functional teams.**WHAT YOU'LL DO**- Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication.- Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.- Proficient in utilizing all support tools and processes to resolve cases.- Share best practices for the utilization and deployment of Varicent products.- Support KPI targets (SLA, QA, Resolution, etc.).- Available for scheduled weekend coverage for on call rotation.**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.- Complete Training and start solving support cases.**4-6 MONTHS**- Demonstrate proficiency in using relevant analytical tools and technologies.- Be able to solve 90% of cases without need for assistance.- Actively contribute to team projects and initiatives.**7 MONTHS & BEYOND**- Be able to solve 99% of cases without assistance, help build knowledge for the rest of team.- Conduct in-depth analysis of complex technical issues and provide well-reasoned solutions.- Proactively anticipate and address potential challenges before they escalate.- Build and maintain positive relationships with key stakeholders.**Note**- 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.**Benefits**- **Market Leading**Compensation Package.- **Wellness Programs**to Support Health and Wellbeing.- Working with the latest** tools and technologies**i