Enterprise Application Support Engineer

💡 What’s This Role All About?

As an Application Support Analyst, you’ll be on the frontlines helping customers (mostly from the U.S.) solve issues, understand our tools, and get the most out of their Varicent experience. You’re part tech detective, part customer hero, and full-time problem-solver.

This is NOT a “reset-your-password” kind of support. You’ll dive deep into data, systems, architecture, and real business challenges—and make a big impact every single day.

🛠 What You’ll Actually Do

• 🔍 Troubleshoot SaaS and on-prem technical issues like a pro
• 📊 Dig into logs, error traces, and databases to find the root of problems
• 🧩 Collaborate with product and engineering teams to escalate and squash bugs
• ✍️ Keep clear, helpful case notes in our CRM (we love organized minds!)
• 📞 Communicate with customers via email and video—you’re their guide and guru
• 📚 Share product tips and best practices so they can shine too
• ⏰ Join the rotating weekend on-call schedule (don’t worry—it’s fair and shared)
• 🧠 What You Bring to the Table

Tech Know-How

• 2+ years of experience in technical or application support
• Comfortable with relational databases and SQL scripting
• Know your way around client-server architecture
• Experience troubleshooting web-based applications
• Bonus: Experience supporting U.S. clients? Huge plus!

Communication Skills

• Advanced English skills – reading, writing, and speaking
• Can break down complex tech talk for non-tech folks (and vice versa)
• Enjoy working with different teams, across time zones and cultures

✨ Why You’ll Love Working Here

• 💥 Make a Difference: Your work directly impacts real businesses—every day
• 🚀 Grow Fast: We’re growing, and you will too. We invest in your career
• 🧠 Learn Constantly: Be exposed to cutting-edge tools and smart teammates
• 🌎 Global Vibes: Work with people from all over the world
• 😄 Cool Culture: Friendly, inclusive, fun—without the fluff

📌 Quick Reminders Before You Apply

• ✅ You must be living in Mexico to be considered
• 📄 You must submit your resume in English
• 🙋 Only applicants with advanced English skills will be contacted

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  

• 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. 

Benefits  

• Market Leading Compensation Package. 
• Wellness Programs to Support Health and Wellbeing.  
• Working with the latest tools and technologies in a fast-paced environment.   
• Remote Work Flexibility. 
• Comprehensive Employee Insurance Coverage: Medical, Dental, Vision, Life Insurance.  
• Annual Time Off: Time off is provided in accordance with applicable legislative requirements.  
• Global Connected Culture: Hubs in Romania, UK, US, Canada. 
• Dynamic Work Culture: Thrive in our innovative and multicultural environment. 
• Grow with Us: Continuous development opportunities. 

Want to Learn More About Us? Check out these Resources Below:  

• Varicent Blog 
• Varicent Careers Blog  
• Varicent LinkedIn Page
• Varicent X Page 
• Varicent Instagram Page 
• Varicent Facebook Page