Principal Technical Support Analyst

Position Overview

We’re building a next-generation support organization for the future of our SaaS platform, and we’re looking for a Principal Technical Support Analyst to help lead the way.

In this role, you’ll be part of our Tier 2 technical support function, responsible for diagnosing and resolving complex cloud, API, and platform issues. You’ll guide a team of technical experts, partner closely with Engineering and Product, and ensure our customers receive fast, accurate, and high‑quality technical resolutions.

This role is customer-facing when needed and requires someone who can speak confidently with senior business and technical leaders during high‑visibility incidents and escalations.

Work Arrangement: ​Hybrid - NYC

Responsibilities

Lead and grow a high‑performing team of Tier 2 technical support engineers. 
Own end‑to‑end resolution of technical incidents across cloud services, APIs, and customizations. 
Communicate clearly and confidently with executive‑level customer stakeholders during escalations. 
Partner with our Technical Product Manager to prioritize issues, improve triage, and reduce engineering interruptions. 
Drive problem management by identifying root causes and recurring incident patterns. 
Help implement AI‑powered triage and deflection to improve speed and scale. 
Build playbooks, runbooks, and processes that elevate our support quality. 
Perform other duties as assigned to support departmental and company objectives.​

Qualifications

​​Bachelor's Degree​ in Computer Science, Information Technology, Information Systems, Engineering, or a related technical field, or equivalent education and practical experience.
5+ years in SaaS technical support, operations, or escalations engineering. 
2+ years managing technical support or incident‑response teams. 
Extensive experience speaking directly with CIOs, CTOs, senior business leaders, and enterprise architects. 
Strong technical troubleshooting skills across cloud platforms, APIs, and observability tools. 
Experience guiding customers through incidents with empathy, clarity, and confidence. 
Excellent communication skills—able to simplify complex technical issues for any audience.
Ability to travel up ​<10%​ as business needs require
Role requires the following physical capacity:​ ​Light: up to 20 lbs – occasional lifting or movement of light objects​
Must be legally authorized to work in​ ​United States​; ​Elite does not provide employment sponsorship for this position​