Principal SaaS Support Lead: Cloud, API & Incidents

Elite Technology NY Inc.; New York (NY); Hybrid; USD 144,000 - 160,000; Full time

Benefits offered by this job

Healthcare Coverage

Retirement Plan

Tuition Reimbursement

Professional Development

Time Off

Wellness Initiatives

Employee Assistance Program

Calm Premium

Employee Discount

Job summary

Elite Technology is seeking a Principal Technical Support Analyst to lead our Tier 2 team for cloud, API, and platform issues. You will guide a group of experts and collaborate with Engineering and Product to deliver fast, accurate resolutions and scalable support processes.

This client-facing role requires clear communication with senior executives during high-visibility incidents. Hybrid work arrangement is available in NYC.

Qualifications

• Bachelor's degree in CS/IT/Engineering or equivalent practical experience.
• 5+ years in SaaS technical support, operations, or escalation engineering.
• 2+ years managing technical support or incident-response teams.
• Experience speaking with CIOs/CTOs and senior leaders.
• Strong troubleshooting across cloud platforms and APIs.
• Empathetic, clear customer communication during incidents.
• Willingness to travel <10% as needed.

Responsibilities

• Lead and grow a high-performing team of Tier 2 engineers.
• Own end-to-end resolution of incidents across cloud services and APIs.
• Communicate with executive stakeholders during escalations.
• Partner with Product to prioritize issues and reduce interruptions.
• Drive problem management by identifying root causes.
• Help implement AI-powered triage and deflection.
• Build playbooks and processes to elevate support quality.

Skills

SaaS technical support

Incident response leadership

Customer communication

Cloud APIs observability

Education

Bachelor's Degree in CS/IT/Engineering or equivalent

Tools

APIs

Observability tools

Job description

Elite Technology is seeking a Principal Technical Support Analyst to lead our Tier 2 team for cloud, API, and platform issues. You will guide a group of experts and collaborate with Engineering and Product to deliver fast, accurate resolutions and scalable support processes.

This client-facing role requires clear communication with senior executives during high-visibility incidents. Hybrid work arrangement is available in NYC.