About this role.
This is a 12-month Technical Analyst I application-support role serving customers using Varicent SaaS and on-premises Sales Performance Management solutions. The analyst investigates reported issues through log review, diagnostic collection, SQL and database analysis, and issue reproduction. Core responsibilities include clear case communication, CRM documentation, escalation coordination with Product and Engineering, and meeting service-level targets. The position suits an early-career technical support professional with SQL fundamentals, structured troubleshooting skills, and strong customer communication. It includes on-call and weekend support rotations and expects increasing independence through the first 90 days.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader RON market for similar roles.
Core skills
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Sample interview questions
I would first confirm the issue scope, affected users, timestamps, exact error text, and recent changes. I would review application and relevant service logs, reproduce the behavior in a safe environment where possible, and isolate whether the cause is data, configuration, access, network, or an application defect. I would document findings, provide the customer with an update and workaround if available, and escalate with clear evidence when engineering involvement is needed.
I would begin with targeted SELECT queries to validate expected records, joins, filters, null values, duplicate data, and date or status conditions. I would compare working and failing examples, use aggregates to identify anomalies, and inspect query performance when relevant. I would avoid making production data changes without authorization and would record the queries, observations, and conclusions in the case.
I use plain language focused on impact, current status, next steps, and expected timing rather than internal jargon. For example, I would explain that we identified a mismatch in the data being processed, describe what we are doing to correct it, and state whether there is a workaround. I also confirm the customer's understanding and provide concise written updates after key progress points.
I would prioritize based on customer impact, severity, service-level commitments, business criticality, and whether a workaround exists. I would address high-impact production incidents first, communicate early with customers whose cases may take longer, and use the case-management system to keep work organized. If priorities conflict, I would involve the appropriate lead promptly rather than allow SLA risk to go unaddressed.
Before escalating, I would gather reproducible steps, environment details, logs, timestamps, affected account information, expected versus actual behavior, and troubleshooting already completed. I would submit a concise escalation that explains customer impact and urgency, then remain accountable for customer communication. I would coordinate with Engineering, relay validated updates, and document the final root cause and resolution for future knowledge sharing.
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!
Important: This role is listed as a 12 month contract.
Summary of the Role and Team
As a Technical Analyst I, you will join Varicent’s Technical Support team, a customer-facing organization responsible for helping customers successfully use and adopt Varicent’s SaaS and on-premises solutions.
Working closely with customers, Product, Engineering, and internal support teams, you will investigate technical issues, provide timely resolutions, and help customers maximize the value of their Varicent solutions. This role offers exposure to a broad range of technologies and is ideal for someone who enjoys problem-solving, troubleshooting, and delivering exceptional customer experiences.
What You Will Be Doing
- Investigate and resolve technical issues by analyzing customer-reported problems, reviewing logs, gathering diagnostic information, and reproducing issues
- Communicate clearly with customers regarding issue status, troubleshooting steps, resolution plans, and next actions
- Maintain accurate case documentation and customer records within CRM and support systems
- Utilize support tools, knowledge resources, and established processes to manage cases efficiently
- Collaborate with Product, Engineering, and internal teams to escalate issues and support resolution efforts
- Share product knowledge and best practices that help customers improve solution utilization and business outcomes
- Contribute to service-level objectives by supporting key performance metrics such as response times, resolution targets, and quality standards
- Participate in on-call and weekend support rotations as required
What You Bring
- 1+ years of experience supporting software applications, SaaS platforms, or customer-facing technical environments
- Knowledge of relational databases and SQL fundamentals
- Familiarity with client-server architecture and web-based application troubleshooting
- Strong analytical and problem-solving skills with the ability to investigate technical issues systematically
- Ability to communicate technical concepts clearly to both technical and non-technical audiences
- Experience documenting troubleshooting activities, findings, and resolutions
- Ability to collaborate effectively with cross-functional teams and stakeholders
- Ability to manage multiple priorities while delivering a high-quality customer experience
Success Outcomes
First 30 Days
- Complete onboarding and develop a working understanding of Varicent products, support processes, and troubleshooting methodologies
- Become familiar with support tools, knowledge resources, escalation paths, and case management practices
- Begin contributing to customer cases while demonstrating strong documentation and communication skills
Within 60 Days
- Resolve common customer issues across Varicent products with guidance from peers and senior team members
- Demonstrate proficiency using support tools and established troubleshooting processes
- Maintain accurate customer communications and case records while meeting team quality standards
Within 90 Days
- Independently manage a broad range of customer support issues and investigations
- Resolve issues within expected service levels while effectively collaborating with internal stakeholders when escalation is required
- Demonstrate the ability to troubleshoot complex issues, identify root causes, and communicate resolutions effectively
- Consistently contribute to customer satisfaction, support quality, and operational performance objectives
For this role, the estimated annual base salary range is between 127,000.00 – 166,700.00 RON. In addition to base salary, our compensation package may include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. The actual base salary will vary based on factors including individual qualifications and market data, as objectively assessed during the interview process.
This posting is for an existing vacancy.
This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement — not replace — human decision-making.
Overview of Benefits:
- Health & Wellness — Comprehensive medical, dental, and vision coverage, tailored to your local needs
- Time Off — PTO and public holidays to rest, recharge, and do what matters most
- Volunteer Days — Dedicated time to give back and support the communities that matter to you
- Ignite Days — Dedicated learning days to support continuous growth, skill development, and professional learning
- Financial — Compensation that reflects your market and your value
- Tuition Assistance — Invest in your growth with support for continuing education and professional development
- Flexibility — Work where you thrive — remote and hybrid options available across most regions
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact
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