Visier Inc.
Technical Support Analyst - EMEA
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Technical Support Analyst - EMEA
Technical Support Analyst (EMEA)
Location: Based in the EMEA region (Role is new for this area) Department: Customer Experience Employment: Full-time
About Visier
Visier is the global leader in Workforce Intelligence, empowering HR departments with Workforce AI to drive confident decision-making. Using award-winning agentic AI technology, our people analytics, workforce planning, organizational design, and manager effectiveness solutions help organizations worldwide fuel scalable, insight-driven transformation.
Founded in 2010 by pioneers in business intelligence, Visier serves 85,000+ customers across 75 countries, including industry leaders like BASF, Panasonic, Domino’s Pizza, Experian, Amgen, eBay, and Ford Motor Company.
About the Role
We’re seeking a Technical Support Analyst who thrives in a fast-paced, customer-facing environment with a technical mindset and a drive to solve complex issues. As part of Visier’s Customer Experience team, you’ll become the trusted advisor for our Enterprise SaaS clients in the EMEA region, bridging customers with our technical and product teams.
This role is critical—you’ll ensure our customers receive proactive, reliable, and professional support while representing Visier’s commitment to excellent service.
Key Responsibilities
Customer and Technical Support
- Collaborate with customers to transform business problems into customizations within our product environment.
- Provide end-to-end technical and functional support for Visier’s SaaS platform, acting as the expert contact for both internal and external stakeholders.
- Resolve customer issues timely and effectively, aligned with our contractual Service Level Agreements (SLAs).
- Work with enterprise, partner, and OEM customers to anticipate, identify, and address technical concerns proactively.
- Monitor all support cases via our ticketing system and ensure closure with high satisfaction rates.
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Operational Excellence
- Timely response to alerts from our monitoring tools and resolution of critical issues.
- Create knowledge-based articles and documentation to support both the team and customers.
- Maintain accurate records of customer interactions and support resolution notes.
- Participate in on-call rotation, including evening, weekend, and holiday shifts when needed.
Stakeholder and Team Coordination
- Work closely with Professional Services, Customer Success, Development, and Product Management teams to articulate customer needs and priority requirements.
- Provide technical leadership when engaging with internal stakeholders to ensure customer-centric solutions.
What You’ll Bring
Essential Qualifications
✅ 3+ years of experience in a technical support or customer-facing role (development, IT, data, or software support preferred) ✅ Post-secondary education in a related field (Computer Science, Information Technology, Data Analytics, Business, or equivalent experience) ✅ Strong knowledge of data and database management systems ✅ Proficiency in browser-based software troubleshooting and troubleshooting online applications ✅ Experience with issue-tracking systems (e.g., ServiceNow, JIRA) ✅Experience gathering and documenting customer requirements for functional work
Key Skills & Competencies
- Analytical mindset with problem-solving skills to resolve technical challenges
- Ability to simplify complex technical issues and explain them clearly to non-technical stakeholders
- Strong communication skills (both written and verbal), with professional phone etiquette and ability to engage in virtual meetings/webinars
- Excellent interpersonal skills for building collaborative relationships across teams
- Ability to work remotely autonomously while demonstrating teamwork
- Adaptable and proactive with a commitment to continuous learning
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Why Join Visier?
We foster a culture of innovation, inclusion, and growth, aligning our team with our core values:
🌱 "You roll up your sleeves" – Hands-on engagement to solve challenges 🌱 "You make it easy" – Clear communication and simplifying complexity 🌱 "You are proud" – Taking ownership of excellence 🌱 "You never stop learning" – Continuous development mindset 🌱 "You play to win" – Driven by results, not just compliance
Perks & Benefits
- Modern facilities centrally located for easy commutes
- Company-wide All Hands events in Vancouver, featuring workshops, team-building, and networking
- Competitive pay, generous benefits, including top-tier healthcare, wellness programs, and retirement plans
- Stock options and performance-based bonuses, depending on eligibility and role
- Flexible and remote-friendly work arrangements
All benefits and compensation are determined based on experience, location, and employment type, and eligible roles may include additional incentives.
Next Steps
Showcase your technical depth and customer-first attitude—if you align with Visier’s vision of workforce intelligence, innovation, and impact, we’d love to hear from you!
Apply now! (For applications: Instagram - @visier_inc or LinkedIn - Visier Analytics)
For privacy information, please review our [Visier Candidate Privacy Notice and Recruiter Policy].
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