Principal Technical Support Analyst

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 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’rebuilding a next‑generation support organization for the future of our SaaS platform, andwe’relooking for a PrincipalTechnical SupportAnalyst to help lead the way.

In this role,you’llbe part ofour Tier 2 technical support function, responsible for diagnosing and resolving complex cloud, API, and platform issues.You’llguide a team of technical experts, partner closely with Engineering and Product, and ensure our customers receive fast,accurate, andhigh ‑ qualitytechnical resolutions.

This role is customer‑facing when needed and requires someone who can speak confidently with senior business and technical leaders duringhigh ‑ visibilityincidents and escalations.

Work Arrangement: Hybrid - NYC

Responsibilities

• Lead and grow ahigh ‑ performingteam of Tier 2 technical support engineers.
• Ownend‑ to ‑ endresolution of technical incidents across cloud services, APIs, and customizations.
• Communicate clearly and confidently withexecutive‑ levelcustomer stakeholders during escalations.
• Partner with our Technical Product Manager to prioritize issues, improve triage, and reduce engineering interruptions.
• Drive problem management byidentifyingroot causes and recurring incident patterns.
• Help implementAI‑ poweredtriage 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 orincident‑ responseteams.
• 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
• 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
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• 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.