Principal Technical Support Lead SaaS AI UK Hybrid

Elitetechnology; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Competitive Compensation Package

Comprehensive Healthcare Coverage

Retirement Savings Plan

Professional Development Opportunities

Tuition Reimbursement

Parental Leave

Time Off

Wellness Initiatives

Employee Assistance Program

Global Parental Leave

Discount Program

Job summary

Elite Technology is seeking a Principal Technical Support Analyst to lead our Tier 2 technical support team for the SaaS platform. You will diagnose complex cloud, API, and platform issues, guide a team of experts, and partner with Engineering and Product to deliver fast, accurate resolutions.

You will communicate confidently with CIOs, CTOs, and enterprise leaders during high-visibility incidents and escalations while shaping incident response playbooks and AI-assisted triage to scale support.

Qualifications

• Bachelor's degree in a technical field or equivalent practical experience.
• 5+ years in SaaS technical support, operations, or escalations engineering.
• 2+ years managing technical support or incident-response teams.
• Experience speaking with CIOs/CTOs and senior leaders.
• Strong troubleshooting across cloud, APIs, and observability tools.
• Proven ability to guide customers through incidents with clarity and empathy.
• Willingness to travel <10% as needed and work in UK time zones.

Responsibilities

• Lead and grow a high-performing Tier 2 technical support team.
• Own end-to-end resolution of incidents across cloud services, APIs, and customizations.
• Communicate confidently with executive stakeholders during escalations.
• Partner with Technical Product Manager to prioritize issues and reduce interruptions.
• Drive problem management by identifying root causes and patterns.
• Help implement AI-powered triage and deflection to scale support.
• Build playbooks and processes to elevate support quality.
• Perform other duties to support department and company goals.

Skills

SaaS technical support

Incident response

Cloud platforms expertise

APIs troubleshooting

Executive-facing communication

Education

Bachelor's degree in related field

Tools

Observability tools

Job description

Elite Technology is seeking a Principal Technical Support Analyst to lead our Tier 2 technical support team for the SaaS platform. You will diagnose complex cloud, API, and platform issues, guide a team of experts, and partner with Engineering and Product to deliver fast, accurate resolutions.

You will communicate confidently with CIOs, CTOs, and enterprise leaders during high-visibility incidents and escalations while shaping incident response playbooks and AI-assisted triage to scale support.