Tier 2 SaaS 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

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