Technical Support Analyst

Quavo Fraud & Disputes; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Quavo Fraud & Disputes is seeking a Technical Support Analyst (Tier 2) to resolve complex configuration, integration, environment, and data issues, escalating to Engineering only for true code defects. You will diagnose issues, document findings, and partner with Engineering to hand off clearly with steps and logs.

You will manage Salesforce Service Cloud tickets, troubleshoot databases, APIs, and SQL, and support go-lives and upgrades while driving process improvements and knowledge-base

Qualifications

• Bachelor’s degree in a technical field with 5+ years in technical support.
• Strong ability to distinguish configuration, data, and integration issues from code defects.
• Experience debugging databases, APIs, and SQL.

Responsibilities

• Serve as Tier 2 escalation point for issues routed from Tier 1 and AI, including config, integration, environment, and data.
• Investigate and diagnose client-reported technical issues using scripts, knowledge bases, and internal tools.
• Distinguish true code defects from config, data, and integration issues and escalate appropriately.
• Partner with Engineering to provide clear handoffs with reproduction steps and logs.
• Manage a ticket queue in Salesforce Service Cloud, prioritizing and resolving per SLAs.
• Troubleshoot database, API, and SQL issues in client environments and integrations.
• Support client go-lives and upgrades, addressing technical challenges during onboarding.
• Identify recurring issues and suggest improvements to processes and knowledge bases.
• Provide guidance to Tier 1 Advocates to improve first-contact resolution and triage.
• Contribute to tooling optimization, including ticketing systems, automation, and AI agents.

Skills

Communication

Problem-solving

Ticket queue management

Cross-functional collaboration

Analytical thinking

Education

Bachelor’s Degree in a technical field

Tools

Salesforce Service Cloud

PEGA

SQL

APIs

Database troubleshooting

Job description

About the role:

The Technical Support Analyst is a Tier 2 role within Quavo’s Client Support team, responsible for resolving the technical issues that fall outside the scope of Tier 1 Client Advocates and do not require Engineering involvement. This includes configuration, integration, environment, and data-related issues escalated from Tier 1 or routed by AI triage. The Technical Support Analyst investigates, diagnoses, and resolves these issues directly,engagingEngineering (Tier 3) only for true code-level defects orissues.

Responsibilities include:

• Serve as the Tier 2 escalation point for technical issues routed from Tier 1 Client Advocates and AI agents, including configuration, integration, environment, and data-related issues.
• Investigate, diagnose, and resolve client-reported technical issues, using diagnostic scripts, knowledge bases, and internal tools to drive timely resolution.
• Accurately distinguish true code-level defects from configuration, data, and integration issues, and elevate only genuine code defects and issues to Engineering (Tier 3).
• Partner with Engineering to provide clear, well-documented handoffs for escalated issues, including reproduction steps, logs, and diagnostic findings.
• Manage an assigned ticket queue within Salesforce Service Cloud, ensuring tickets are updated, prioritized, and resolved according to department SLAs and best practices.
• Troubleshoot database, API, and SQL-related issues as part of client environment and integration support.
• Support client go-lives and upgrades by troubleshooting technical challenges during onboarding and release upgrades.
• Identify recurring issues and trends, and recommend improvements to processes, documentation, and knowledge base content to reduce future ticket volume.
• Provide guidance and technical mentorship to Tier 1 Client Advocates to support first-contact resolution and appropriate triage.
• Contribute to the ongoing optimization of support tooling, including ticketing systems, automation, and AI agent capabilities.
• Maintain clear and professional communication with clients throughout the resolution process, including status updates on complex or long-running issues.
• Provide statistical and performance data to the Director of Technical Support, including trends in ticket volume, resolution time, and escalation rates.
• Participate in cross-functional initiatives such as product launches and platform migrations, coordinating with Engineering and other teams as needed.
• All other duties as assigned.

Required Qualifications:

• Bachelor’s Degree, preferably in a technical field,with at least5years of experience ina technicalsupport, or related technical role.
• Strong technical acumen with the ability to distinguish configuration, data, and integration issues from true code-level defects.
• Experience with Database, APIs, and SQL troubleshooting.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Strong problem-solving and analytical skills, with a methodical approach to diagnosing issues.
• Ability to manage a high-volume ticket queue, prioritize effectively, and meet resolution SLAs.
• Ability to work collaboratively across Client Support and Engineering teams.
• Working knowledge of MS Windows and MS Office (including email) as well as internet browser operations.

Preferred Qualifications:

• Background in SaaS
• Experience with Salesforce Service Cloud (or SFDC) and related tools
• Experience with PEGA
• Experience working within a tiered support model