Technical Support Analyst (Tier 2)

Quavo Fraud & Disputes

United States

On-site

USD 70,000 - 110,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Quavo Fraud & Disputes is seeking a Technical Support Analyst (Tier 2) to join our Client Support team. You will resolve technical issues beyond Tier 1, covering configuration, integration, environment, and data-related challenges, with Engineering involvement only for code defects.

You will manage Salesforce Service Cloud queues, troubleshoot databases, APIs, and SQL, and collaborate with Engineering to provide clear, well-documented handoffs.

Qualifications

Bachelor's degree in a technical field with 5+ years in technical support or related role.
Ability to distinguish configuration, data, and integration issues from true code defects.
Experience troubleshooting databases, APIs, and SQL.
Strong written and verbal communication for technical and non-technical audiences.
Ability to manage a high-volume ticket queue and meet SLAs.

Responsibilities

Serve as Tier 2 escalation point for issues routed from Tier 1 Advocates and AI agents.
Investigate, diagnose, and resolve technical issues using logs and knowledge bases.
Escalate genuine code defects to Engineering with reproduction steps and data.
Collaborate with Engineering to hand off escalated issues clearly.
Maintain ticketing in Salesforce Service Cloud per SLAs.
Troubleshoot database, API, and SQL issues in client environments.
Support go-lives and upgrades by resolving onboarding challenges.
Identify recurring issues and improve processes and knowledge base.
Provide mentorship to Tier 1 Advocates.
Contribute to tooling optimization and automation.

Skills

Database troubleshooting

APIs

SQL troubleshooting

Communication

Problem solving

Ticket management

Education

Bachelor's degree in a technical field

Tools

Salesforce Service Cloud

PEGA

Job description

Who We Are

Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.

Who We Are

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, engaging Engineering (Tier 3) only for true code-level defects or issues.

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, or environment issues, and escalated 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 least 5 years of experience in a technical support, 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