THE OPPORTUNITY  

Our Technical Support Team serves as the frontline of customer success, specializing in providing expert assistance to users navigating our SaaS solutions. They troubleshoot technical challenges, answer complex queries, and ensure that customers can maximize the value of our products. Beyond solving immediate issues, the team collaborates closely with product and development teams to report bugs, contribute to product enhancements, and share insights into user experiences. Their ultimate goal is to deliver exceptional service, foster customer satisfaction, and enable seamless adoption of our technology across diverse use cases. 

THE TEAM 

The Technical Analyst I works with clients to resolve issues, lead conversations and coordinate activities across departments, and reproduces issues to maintain high client satisfaction. 

As a Technical Analyst you will have the opportunity to work side-by-side with some of the most experienced technology leaders for both on-premises and SaaS products to support our customers/business partners and connect with them by video conference, email and CRM and other state of the art communication methods. You will also be exposed to a variety of technologies and take responsibility for the creation of a positive customer experience. 

Technical Analysts are at the center of our after-sales value proposition to our clients, and you will lead conversations and coordinate activities with experts and leaders across departments and divisions in Varicent. 

WHAT YOU BRING  

 Technical Skills

• 2+ Years of relevant technical experience.  
• Proven experience working with SaaS platforms (mandatory)
• Familiar with relational databases concepts, both basic administration and SQL scripting.  
• Familiar with client server architecture.  
• Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience.  
• Sharing best practices for the utilization and deployment of Varicent products.  
• Help customers maximize their product’s business value. 
• Troubleshooting experience for web-based applications. 

Collaboration and Communication:  

• CEFR B2 level English proficiency or higher is required.
• Ability to work and collaborate effectively in cross-functional teams. 

WHAT YOU’LL DO  

• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication. 
• Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
• Proficient in utilizing all support tools and processes to resolve cases.
• Share best practices for the utilization and deployment of Varicent products.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on call rotation .  

1-3 MONTHS 

• Efficiently familiarize oneself with the organization's systems, processes, and team dynamics.
• Establish a working knowledge of key technologies and tools relevant to the role.
• Complete Training and start solving support cases. 

4-6 MONTHS 

• Demonstrate proficiency in using relevant analytical tools and technologies.
• Be able to solve 90% of cases without need for assistance.
• Actively contribute to team projects and initiatives. 

7 MONTHS & BEYOND 

• Be able to solve 99% of cases without assistance, help build knowledge for the rest of team.
• Conduct in-depth analysis of complex technical issues and provide well-reasoned solutions.
• Proactively anticipate and address potential challenges before they escalate.
• Build and maintain positive relationships with key stakeholders. 

Note  

• Candidates selected for this position will be hired by Varicent’s designated professional employer organization. Your employment may be transferred to a local Varicent entity in the future. In such event, Varicent may recognize your seniority and provide you with comparable role, responsibilities and benefits.  We are excited to welcome you and support you throughout this journey!
• This role requires employees to work within Eastern Standard Time (EST) business hours. While we are open to candidates from outside the EST time zone, please be prepared to adjust your working hours to align with this time zone. Flexibility will be essential to ensure seamless collaboration with the team and stakeholders.
• 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. 
• Grow with Us: Continuous development opportunities. 

Want to Learn More About Us? Check out these Resources Below:  

• Varicent Blog 
• Varicent Careers Blog  
• Varicent LinkedIn Page
• Varicent X Page 
• Varicent Instagram Page 
• Varicent Facebook Page  

The Varicent Associate TAM works alongside Technical Account Managers within the Customer Success organization with a portfolio of clients who have subscribed to the VIP Program. The Associate TAM will act as a Varicent adviser to client resources with the aim to maximize the VIP client’s return on their Varicent investment. This will require building strong relationship with all stakeholders and supporting business goals by solving go to market challenges with innovative solutions. This will include answering product, process and solution specific questions as well as proactively monitoring existing solutions for optimal performance. Adapting and evolving existing solution with net new implementation and adoption of new features and functionality will help further drive the value of Varicent solutions. Working in tandem with the primary TAM, the Associate TAM will play an integral role in owning the customer’s technical success and supporting all system and solution–focused conversations.

KEY RESPONSIBILITIES 

• Advanced SQL is mandatory
• Support the primary TAM in monitoring the health and performance of Varicent solutions across a portfolio of VIP customers. 
• Assist in coaching users on foundational Varicent functionality, configuration concepts, and best-practice methodologies. 
• Participate in reviewing new features, fixes, and release notes to help assess potential impact on the customer’s environment. 
• Contribute to configuring Varicent solutions based on documented customer requirements, under guidance from the senior TAM. 
• Prepare and share monthly performance, utilization, and support-related metric summaries. 
• Analyze solution usage and data patterns to help identify potential issues or areas for optimization. 
• Assist in implementing proactive maintenance actions and solution improvements. 
• Collaborate with TAMs and Internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts. 
• Identify opportunities for customer value realization and surface to the primary TAM for strategic review. 
• Contribute to customer conversations that frame Varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross-sell, and expansion motions. 
• Parter with the TAM team to support sustainable customer engagement, project outcomes, and product adoption. 
• Contribute to planning and estimating tasks within the Technical Success journey, ensuring alignment within available customer VIP entitlement. 
• Work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate. 
• Collaborate with TAMs to maintain reusable object repository. 

EDUCATION & EXPERIENCE 

• At least 5 years of experience in IT Consulting, Enterprise Software Implementation  
• Prior experience with Query Based Languages and Relational Databases 
• Technical data skills including strong experience with SQL data manipulation, Microsoft Excel 
• Preferred: Understanding of Sales Performance Management domain 
• Strongly Preferred: Hands on experience of Varicent software products (Administering, implementing and / or supporting)
• Basic knowledge of system configurations, data models, and data integration best practice concepts. 

PERFORMANCE BASED SUCCESS CRITERIA  

1-3 Months

During this time, the Associate Technical Account Manager will successfully: 

• Familiarize oneself with company culture, policies, escalation paths, and internal systems.  
• Training and onboarding will be completed.  
• Learn the various systems used in daily operations. 
• Participation in team meetings and events. 

Success Indicators: 

• Complete all onboarding activities and training with passing grades 
• Seen by peers as responsive and professional 
• Demonstrate curiosity and engagement 

4-6 Months

During this time, the Associate Technical Account Manager will successfully: 

• Begin managing defined customer work triaged by your Technical Account Manager cohorts. 
• Adhere to VIP program deliverables including task tracking against active initiatives. 
• Begin to prioritize tasks, escalate blockers, communicate effectively and demonstrate problem resolution, personal growth, and adaptability.  
• Support data validation, report creation, performance troubleshooting, and config changes as needed. 

Success Indicators: 

• Complete assigned technical work with some oversight 
• Demonstrate an understanding of model structure and customer needs 
• Provide meaningful updates and documentation 

7 Months & beyond

During this time, the Associate Technical Account Manager will successfully: 

• Candidate will manage a full client portfolio.  
• Operate as a trusted technical partner, supporting the TAM at a strategic level. 
• Independently deliver core TAM activities 
• Configuration work 
• Troubleshooting & support 
• Documentation of changes and existing build 
• Generating usage, performance, and status reporting (flagging important data points) 
• Participate in journey/plan execution 

After 12 months should be able to perform all duties of a TAM 

• Performing a complete Annual Health Check  
• Articulate findings, risks, and recommendations 
• Support value tracking & outcomes 
• Support cross selling initiatives by documenting use cases and your portfolio’s technical needs 

Success Indicators: 

• Customer confidence and satisfaction 
• Portfolio managed with minimal oversight and escalation 
• High-quality delivery within contractual hours 
• Annual Health Check completed independently

Position Overview:

The Senior Software Quality Engineer is responsible for performing design assurance activities for new introductions and sustaining of medical device software, with the purpose of supporting the Software R&D, Test and Manufacturing departments. The incumbent for this position will support the Software Development Lifecycle of one or more projects from concept generation through production. This person will work closely with software design, software testing, project management, product management, regulatory, human factors, and manufacturing teams to understand and influence the architecture, requirements, detail design, testing, safety and cybersecurity risk evaluation and deployment of the software designs to the market.

This person must be versatile to support other design assurance activities such as data analysis, problem solving/ failure analysis, full QMS compliance and alignment with the software development practices, Business Process Optimization initiatives and continuous improvement to the Quality Management System. Additionally, this person must be able to perform as a Quality Assurance representative for hardware and disposable-related projects to support system-level reliability improvements when needed. They also help guide and mentor other team members in a collaborative environment.

Essential Job Functions and Responsibilities 

• Work closely with Regulatory, R&D, Test and Manufacturing, to ensure the adoption and use of best practices, Quality tools, and Design Control methodologies
• Support Software Quality Assurance (SQA) strategy and operational execution plans
• Knowledge of and experience in developing and medical devices in conformance with Quality System Regulations, ISO13485, ISO14971, ISO62304 and SW96 requirements.
• Applies knowledge of IEC 62304 to product development and sustaining engineering projects.
• Engage with the development team to align best practices and techniques for automated unit and integration testing.
• Continuously monitor customer feedback and report defects found through defect tracking system, provide necessary information to reproduce the defect to arrive at a solution.
• Serve as primary quality representative on one or more teams and projects for software, hardware, disposables, and system changes.
• Lead / Contribute to all elements of safety and cybersecurity risk management. Assesses risk by facilitating the development of risk management tools and contribute to the completion of the overall product risk management file.
• Support Design Verification and Validation planning & execution, including active cross-functional root cause analysis investigation & resolution activities. Develop and execute system related verification and validation plans and protocols, and test reports for medical and non-medical device software.
• Identify product quality and quality system improvement opportunities and drive procedure updates when required.
• Support departmental effort in CAPA investigation and completion.
• Collect, analyze, trend, and communicate quality data throughout the organization for proper escalation and applicable resolution.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.
• Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• Develop and maintain strong relationships with internal and external stakeholders
• Excellent interpersonal skills
• A self-starter, motivated and able to positively motivate others
• Focused, target driven with a positive, can-do attitude
• Support internal and external audits
• Support additional activities, as assigned

Required Qualifications 

• Bachelor’s degree in Computer or Engineering Science, Electrical or Software Engineering (or similar) is required. Master’s degree preferred.

• Minimum of 5 years of hands-on experience in the Quality Engineering discipline.

• Prior experience in the medical device field is required; preferably experience with Capital Equipment medical devices with embedded software and/or digital health initiatives is required.
• Ability to work effectively in a fast paced and dynamic environment.
• Leadership and interpersonal skills to develop and manage good working relationships with internal departments (manufacturing, receiving, purchasing, product development, and regulatory), contractors, and suppliers.
• Thorough knowledge of FDA Quality System requirements, ISO 13485:2016 (Quality System) requirements, ISO 14971 (Risk Management) requirements, ANSI/ AAMI SW96, Knowledge of Good Manufacturing Practices (GMP) and applicable Quality System Standards.
• Strong written and verbal communication skills.
• Must be able to communicate fluently in both written and spoken English

Desired Qualifications

• A self-starter, motivated and able to positively motivate others.
• Focused, target driven with a positive, can-do attitude.
• Drive to assigned objectives which delivers best practice results, added value and continuous improvements across the business and quality management system.
• Leadership and interpersonal skills to develop and manage good working relationships with internal departments (manufacturing, receiving, purchasing, product development, and regulatory), contractors, and suppliers.

• Certified Quality Engineer a plus.
• Lead Auditor certification a plus.
• Lean Certification a plus.
• Experience with statistical analysis software a plus.