Associate Support Analyst (SaaS)

Location: Based in Mérida, Yucatán, Mexico; relocation to the area is required within 60 days if not already nearby. A relocation bonus of MXN 42,500 is provided.

Company

Identity intelligence software company providing master data management, identity resolution, verification, data governance, and analytics solutions for healthcare, financial services, public sector, and other complex industries.

What you will do

• Respond to customer tickets, calls, and incidents while assessing priority and severity.
• Troubleshoot customer issues and coordinate with Customer Experience, Product, Engineering, and Sales teams.
• Analyze customer data, identify trends, diagnose issues, and provide actionable recommendations.
• Build customer relationships, communicate proactively, and document solutions in knowledge bases, FAQs, and support documentation.
• Test and validate product functionality across MDM, MPI, Provider, and Data Stewardship solutions.
• Monitor support metrics, contribute to continuous improvement, participate in on-call rotations, and support high-severity incident resolution.

Requirements

• Degree in Computer Science, Analytics, Information Systems, or a related field.
• Bilingual written and verbal proficiency in English and Spanish is required.
• Strong customer service, communication, problem-solving, and organizational skills.
• Ability to collaborate in a fast-paced environment with sound judgment and a strong sense of urgency.
• Experience with cloud platforms and monitoring tools, preferably AWS CloudWatch.
• Experience with REST and SOAP APIs, SQL and relational databases, scripting, data analysis, reporting, business intelligence, data preparation, and data wrangling tools.

Culture & Benefits

• People-first culture focused on employee development and customer success.
• Opportunities to expand knowledge in big data, distributed and cloud computing, complex algorithms, healthcare, and organizational development.
• Relocation bonus of MXN 42,500 for the move to Mérida.
• On-call rotation supporting high-severity customer incidents.