Visier Solutions Inc
Technical Support Analyst - EMEA
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Technical Support Analyst - EMEA
Technical Support Analyst (EMEA) – Visier
About the Role
Visier is the global leader in Workforce Intelligence, empowering HR departments with award-winning, agentic AI technology to transform people decisions. Our solutions in workforce planning, organizational design, and manager effectiveness drive smarter decision-making across global enterprises.
Founded in 2010 by pioneers in business intelligence, we’re leveraging VRM and SaaS solutions to help businesses lead with insight at scale. As a growing customer base—85,000+ in 75 countries—trusts Visier for data-driven workforce decisions, we’re seeking a Technical Support Analyst to provide outstanding support for EMEA enterprise customers.
What You’ll Be Doing
- Collaborate with customers to translate business problems into product customizations
- Act as a product expert (technical and functional) for Visier’s SaaS solutions, both internally and externally
- Respond to and resolve technical issues in compliance with SLA guidelines and severity levels
- Monitor ticketing systems (ServiceNow, JIRA) and ensure case closure with quality resolutions
- Investigate and resolve alerts from monitoring tools in a timely manner
- Assist in developing knowledge base documents and wiki articles to aid teammates and customers
- Troubleshoot technical issues across enterprise accounts in conjunction with Customer Success, Professional Services, Development, and Product Management
- Participate in on-call rotations (evenings, weekends, holidays as required)
- Anticipate and address customer concerns before they escalate
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What You’ll Bring
- Minimum 3 years’ experience in a technical support, customer-facing advisory, or help desk role
- Post-secondary education (or equivalent) in a related field, including CS, IT, data, or business analytics
- Strong technical aptitude with hands-on experience in data management, databases, and application troubleshooting
- Excellent analytical and problem-solving skills—ability to decompose complex issues and propose solutions
- Proven experience in gathering and documenting customer requirements for software solutions
- Experience with browser-based applications, including customizations and troubleshooting
- Exceptional communication skills—polished phone etiquette, ability to explain technical concepts with clarity (both verbally and in webinars)
- Proficiency with issue-tracking systems like ServiceNow, JIRA, or cousins
- Documentation and record-keeping skills—ability to maintain accurate CS км medication for based case tracking
- Proactive mindset—anticipating risks and effects of changes in customer environments
- Adaptability to new processes, tools, and methodologies
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Why This Role Matters
Visier thrives on a culture where employees roll up their sleeves to deliver impact. This means:
“You roll up your sleeves” → Get hands-on, go beyond expectations “You make it easy” → Simplify complex issues for customers “You are proud” → Take ownership of your work and contributions “You never stop learning” → Grow alongside our fast-evolving tech “You play to win” → Align with our mission to drive data-driven decisions
How We Work and What We Offer
- Modern office space in a central, transit-friendly location
- All Hands gathering each year for team building and professional development
- Competitive salary and top-tier health and wellness benefits
- Opportunity for equity and bonuses (eligibility based on role/location)
- Unwavering commitment to diversity, equity, and inclusion
Benefits may vary based on experience, location, and employment classification.
📌 For candidate inquiries and privacy: [Visier Candidate Privacy Notice and Recruiter Policy](link not rendered in plain text) 🔌 Connect online: 📷 Instagram | @visier_inc 💼 LinkedIn | Visier Analytics
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