Varicent - Technical Support Analyst – SQL (Remote - Mexico Only)

• 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. • 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 • 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. • Candidates selected for this position will be hired by Varicent’s designated professional employer organization. Your employment may be transferred to a local Varicent entity in the future. In such event, Varicent may recognize your seniority and provide you with comparable role, responsibilities and benefits.  We are excited to welcome you and support you throughout this journey! • This role requires employees to work within Eastern Standard Time (EST) business hours. While we are open to candidates from outside the EST time zone, please be prepared to adjust your working hours to align with this time zone. Flexibility will be essential to ensure seamless collaboration with the team and stakeholders. • 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.