Principal Tech Support Lead, SaaS & AI (Hybrid NYC)

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

Benefits offered by this job

Competitive compensation Package

Comprehensive healthcare coverage

Retirement plan with employer contrib.

Professional development opportunities

Tuition reimbursement

Time off

Wellness initiatives

Employee assistance program

Calm premium subscription

Employee discount program

Job summary

Elite is seeking a Principal Technical Support Analyst in New York City to lead a Tier 2 team and own end-to-end incident resolution across cloud services, APIs, and platform customizations.

You will engage with CIOs/CTOs and enterprise architects, guiding the team through high-visibility incidents while partnering with Engineering and Product to reduce interruptions and improve triage. Hybrid NYC work arrangement.

Qualifications

• Bachelor's Degree in a technical field or equivalent experience.
• 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 enterprise architects.

Responsibilities

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

Skills

SaaS support

Team management

Executive communication

Cloud troubleshooting

Empathy & communication

Education

Bachelor's Degree

Tools

APIs

Cloud platforms

Observability tools

Job description

Elite is seeking a Principal Technical Support Analyst in New York City to lead a Tier 2 team and own end-to-end incident resolution across cloud services, APIs, and platform customizations.

You will engage with CIOs/CTOs and enterprise architects, guiding the team through high-visibility incidents while partnering with Engineering and Product to reduce interruptions and improve triage. Hybrid NYC work arrangement.