Lead Principal Tech Support Analyst - SaaS Cloud & API

Elitetechnology; New York (NY); Hybrid; USD 144,000 - 160,000; Full time

Benefits offered by this job

Base salary with variable component

Healthcare coverage

Retirement savings plan with employer

Professional development opportunities

Tuition reimbursement

Parental leave

Time off

Wellness initiatives

Employee assistance program

Global parental leave

Calm premium subscription

Employee discount program

Job summary

Elite Technology in New York combines an AI-driven cloud platform with enterprise-scale support. We are building a next-generation Tier 2 technical support organization and seek a Principal Technical Support Analyst to guide a team and resolve complex cloud, API, and platform issues.

You will partner with Engineering and Product, communicate with CIOs and senior leaders during high-visibility incidents, and drive triage improvements.

Qualifications

• Bachelor's degree or equivalent in a technical field.
• 5+ years in SaaS technical support, operations, or escalations engineering.
• 2+ years managing technical support or incident-response teams.
• Extensive experience speaking with CIOs, CTOs and senior business leaders.
• Willing to travel up to 10% as required.
• Authorized to work in the United States; Elite does not provide sponsorship.

Responsibilities

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

Skills

Cloud platforms

APIs

Observability tools

Leadership

Communication

Education

Bachelor's Degree in Computer Science, Information Technology, Information Systems, Engineering, or related field

Job description

Elite Technology in New York combines an AI-driven cloud platform with enterprise-scale support. We are building a next-generation Tier 2 technical support organization and seek a Principal Technical Support Analyst to guide a team and resolve complex cloud, API, and platform issues.

You will partner with Engineering and Product, communicate with CIOs and senior leaders during high-visibility incidents, and drive triage improvements.