Principal Technical Support Analyst

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

Benefits offered by this job

Health insurance

Retirement plan

Professional development

Tuition reimbursement

Parental leave

Time off

Wellness programs

Employee assistance program

Employee discounts

Calm premium subscription

Job summary

Elite Technology is seeking a Principal Technical Support Analyst to lead our Tier 2 team and resolve complex cloud, API, and platform issues. You will guide experts, collaborate with Engineering and Product, and ensure fast, accurate resolutions for high-visibility incidents.

You’ll engage with senior CIOs/CTOs and business leaders, balancing technical clarity with enterprise expectations while working in a hybrid NYC environment.

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.
• Experience communicating with CIOs/CTOs and enterprise leaders.
• Strong troubleshooting across cloud, APIs, and observability tools.

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 with executive-level 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 to improve speed and scale.
• Create playbooks and processes to elevate support quality.
• Perform duties to support departmental and company objectives.

Skills

Leadership

Executive communication

Incident management

Customer-focused troubleshooting

SaaS support

Education

Bachelor's degree in CS/IT/Engineering or related field

Tools

Cloud platforms

APIs

Observability tools

Job description

Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm‑wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at elite.com.

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

Benefits

• Competitive Compensation Package ($144,000 - $160,000 base salary + variable Component)
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Parental Leave
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program

Please note that we do not offer sponsorship for this position.

Additional Information

At Elite Technology, we embrace an employee‑centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in‑person collaboration for key moments that truly matter.

In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.

Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug‑free workplace.

We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We are not accepting applications submitted through recruiting agencies.