Technical Analyst I
4 weeks ago
Varicent is a leading provider of sales performance management software, founded in 2005 and acquired by IBM in 2012. We have since re-established ourselves as an independent global business, serving mid-size and enterprise clients with our comprehensive suite of solutions. Our mission is to empower organizations to optimize their sales performance and achieve their goals.
Job SummaryWe are seeking a highly skilled Technical Analyst to join our team. As a Technical Analyst, you will be responsible for providing technical support to our customers, troubleshooting complex technical issues, and collaborating with our development team to resolve problems. You will also be involved in knowledge sharing, best practices, and contributing to the Support Project Roadmap.
Key Responsibilities- Resolve complex technical problems across multiple products by troubleshooting incidents, collecting detailed problem descriptions, traces, and log files, and replicating the issue.
- Regularly communicate the progress of your investigation with the client while ensuring all related records are properly updated in our CRM system.
- Cross-collaborate with developers and peers on a daily basis.
- Share best practices for the utilization and deployment of Varicent products to help customers maximize their product's business value.
- Contribute to the Support Project Roadmap and meet support KPI targets and SLAs.
- Fluency in English.
- Fluency in Spanish or French is an asset.
- Minimum 2 years of experience in a technical client-facing role.
- General software troubleshooting skills, including logical problem-solving.
- Familiarity with relational databases concepts, including basic administration and SQL scripting.
- Familiarity with client-server architecture.
- Experience working with and troubleshooting web-based applications.
- Self-sufficiency to install, upgrade, downgrade, and configure software.
- Ability to communicate technical instructions clearly to people with limited experience.
- Efficiently familiarize oneself with the organization's systems, processes, and team dynamics within 1-3 months.
- Establish a working knowledge of key technologies and tools relevant to the role within 1-3 months.
- Complete training and start taking support cases within 1-3 months.
- Demonstrate proficiency in using relevant analytical tools and technologies within 4-6 months.
- Solve 90% of cases without assistance within 4-6 months.
- Actively contribute to team projects and initiatives within 4-6 months.
- Solve 99% of cases without assistance, help build knowledge for the rest of the team, and conduct in-depth analysis of complex technical issues within 7 months and beyond.
- An annual education allowance.
- No meeting on Wednesdays.
- Flex Fridays.
- Generous time off, including your birthday.
- Employee and Family Assistance.
- Amazing colleagues to learn from.
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 us.
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