New Product Support Analyst

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. You will act as a trusted advisor by resolving technical issues through investigation, root cause analysis, and best practice guidance. You will troubleshoot incidents by gathering detailed problem descriptions, log files, error traces, and replicating issues as needed. You will provide multichannel support via CRM, email, video conferencing, and screen sharing. You will collaborate cross-functionally with Engineering, Product, and Customer Success to escalate and resolve issues efficiently. You will maintain detailed case documentation and ensure timely updates and communication with customers. You will participate in the on-call rotation for weekend or after-hours coverage. You will champion knowledge sharing and help evolve our internal knowledge base. You will share best practices for configuration, deployment, and product usage to drive customer adoption and satisfaction.