Application Support, SQL – 12 Month Contract

• Investigate and resolve technical issues by analyzing customer-reported problems, reviewing logs, gathering diagnostic information, and reproducing issues
• Communicate with customers regarding issue status, troubleshooting steps, resolution plans, and next actions
• Maintain accurate case documentation and customer records within CRM and support systems
• Use 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 to improve solution utilization and business outcomes
• Support service-level objectives, including response times, resolution targets, and quality standards
• Participate in on-call and weekend support rotations as required
• Complete onboarding and learn Varicent products, support processes, and troubleshooting methodologies
• Progress from contributing to customer cases with guidance to independently managing complex investigations within 90 days

• 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
• Ability to communicate technical concepts clearly to 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

• Comprehensive medical, dental, and vision coverage, tailored to your local needs
• PTO and public holidays
• Dedicated volunteer days
• Ignite Days — dedicated learning days for continuous growth, skill development, and professional learning
• Compensation reflecting your market and value
• Tuition assistance for continuing education and professional development
• Remote and hybrid options available across most regions
• Bonuses may be included in the compensation package