Tier 2 Tech Support Analyst — SaaS, API & SQL Expert

Quavo, Inc.; Northern (KY); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Quavo, Inc. is seeking a Technical Support Analyst (Tier 2) to join its Client Support team. You will resolve complex configuration, data, and integration issues escalated from Tier 1, coordinating with Engineering as needed.

You will manage tickets in Salesforce Service Cloud, troubleshoot database and API problems, and support go-lives and upgrades. Strong communication and problem-solving are essential. This role requires 5+ years in technical support, familiarity with SQL, and a

Qualifications

• Bachelor's degree in a technical field with 5+ years in technical support.
• Ability to distinguish configuration, data, and integration issues from code defects.
• Experience with Database, APIs, and SQL troubleshooting.

Responsibilities

• Serve as Tier 2 escalation point for technical issues from Tier 1 and AI triage.
• Investigate, diagnose, and resolve client-reported technical issues using diagnostic scripts, knowledge bases, and internal tools.
• Accurately distinguish true code-level defects from configuration, data, or environment issues, and elevate only genuine defects to Engineering.
• Partner with Engineering to provide clear, well‑documented handoffs for escalated issues with reproduction steps, logs, and findings.
• Manage an assigned ticket queue within Salesforce Service Cloud, ensuring tickets are updated, prioritized, and resolved per SLAs.
• Troubleshoot database, API, and SQL‑related issues as part of client environment and integration support.
• Support client go‑lives and upgrades by troubleshooting challenges during onboarding and release upgrades.
• Identify recurring issues and trends, and recommend improvements to processes and knowledge bases to reduce ticket volume.
• Provide guidance and technical mentorship to Tier 1 Advocates to support first‑contact resolution and proper triage.
• Contribute to ongoing optimization of support tooling and AI agent capabilities.
• Maintain clear, professional communication with clients throughout resolution, including long-running issues.
• Provide performance data to the Director of Technical Support on trends and escalations.
• Participate in cross‑functional initiatives like product launches and platform migrations.

Skills

Technical communication

Analytical thinking

Problem solving

Team collaboration

Technical acumen

Education

Bachelor's Degree in a technical field

Tools

Salesforce Service Cloud

PEGA

SFDC

Job description

Quavo, Inc. is seeking a Technical Support Analyst (Tier 2) to join its Client Support team. You will resolve complex configuration, data, and integration issues escalated from Tier 1, coordinating with Engineering as needed.

You will manage tickets in Salesforce Service Cloud, troubleshoot database and API problems, and support go-lives and upgrades. Strong communication and problem-solving are essential. This role requires 5+ years in technical support, familiarity with SQL, and a