This position is based in Mérida, Yucatán, México. If you do not live in/around Merida, and are still interested in this position, relocation will be required within 60 days of accepting this position. Verato will provide a relocation bonus of $42,500 MNX pesos to help with your move. About the Position The Associate Support Analyst serves as a key member of the Support Team providing technical support, data analysis, and issue resolution for Verato customers. This Customer Experience role requires strong analytical and communication skills, a customer-first mindset, and the ability to collaborate across Support, Product, Engineering, and Sales teams to ensure customer success. Key Responsibilities Deliver timely and effective support by responding to customer tickets, calls, and incidents while assessing priority and severity levels. Troubleshoot customer issues and collaborate with Customer Experience, Product, and Engineering teams to drive resolution. Analyze customer data to identify trends, diagnose issues, and provide actionable insights and recommendations. Build trusted customer relationships through proactive communication and a commitment to customer satisfaction. Document solutions and contribute to knowledge base content, FAQs, and support documentation. Collect and communicate customer feedback, product enhancement requests, and usability insights to internal stakeholders. Test and validate new product functionality across identity management domains, including MDM, MPI, Provider, and Data Stewardship solutions. Monitor support metrics and contribute to reporting, operational analysis, and continuous improvement initiatives. Participate in on‑call rotations and assist with troubleshooting high‑severity customer incidents. Identify opportunities to expand customer value and collaborate with CSM and Sales teams on potential upsell opportunities. Requirements Degree in Computer Science, Analytics, Information Systems, or a related field. Bilingual proficiency in English and Spanish, both written and verbal. Strong customer service orientation with excellent communication, problem‑solving, and organizational skills. Ability to work collaboratively in a fast‑paced environment while demonstrating sound judgment and a high sense of urgency. Technical Experience With Cloud platforms and monitoring tools (AWS CloudWatch preferred) REST and SOAP APIs SQL and relational databases (PostgreSQL preferred) Scripting and data analysis tools Reporting and Business Intelligence technologies Data preparation and data wrangling tools #J-18808-Ljbffr