Technical Support Engineer

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**

As part of Varicent's world-class Technical Support Team, you will serve as the frontline of customer success, helping clients maximize the value of our industry-leading SaaS solutions. You will troubleshoot complex issues, provide expert guidance, and collaborate closely with cross-functional teams including Product and Engineering to ensure our users receive exceptional support experiences.

Our customers span the globe and rely on Varicent to drive mission-critical processes. Your role is essential to keeping them productive, confident, and successful.

**What You'll Do**

- Act as a trusted advisor by resolving technical issues through investigation, root cause analysis, and best practice guidance.
- Troubleshoot incidents by gathering detailed problem descriptions, log files, error traces, and replicating issues as needed.
- Collaborate cross-functionally with Engineering, Product, and Customer Success to escalate and resolve issues efficiently.
- Maintain detailed case documentation and ensure timely updates and communication with customers.
- Participate in the on-call rotation for weekend or after-hours coverage.
- Champion knowledge sharing and help evolve our internal knowledge base.
- Share best practices for configuration, deployment, and product usage to drive customer adoption and satisfaction.

**What You Bring**

️ Technical Skills (required)

- Strong understanding of relational databases and SQL scripting (querying, updating, debugging).
- Experience in log file analysis, trace review, and root cause identification.
- Knowledge of browser developer tools and ability to analyze HAR files and network-level issues.
- Exposure to network fundamentals including DNS, DHCP, SSL, proxies, and firewall configurations.
- Experience with APIs and REST-based integrations.
- Ability to clearly explain technical concepts to non-technical users.
- Comfortable working in a high-volume case environment, prioritizing effectively under pressure.

➕ **Bonus / Nice-to-Have Skills**

- Understanding of OAuth, SSO/SAML, and authentication protocols.
- Experience working in a Linux environment (basic navigation, logs, environment variables).
- Familiarity with cloud platforms, especially AWS.

**Hiring Process**

To respect your time, our process is streamlined and typically takes about **one week** if each step is completed on time.
- **Application Review** — We confirm alignment on experience and salary expectations.
- **HackerRank (25 min)** — Short technical assessment sent if selected to move forward.
- **Recruiter Screen (20 min)** — Quick conversation to learn more about you and answer questions.
- **Technical Interview (1 hr 15 min)** — Deep dive with the hiring manager.
- **Decision & Offer**

**Notes**

- 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.