Tier 2 Technical Support Analyst - SaaS & API Expert

Rippling, Inc.; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Quavo, Inc. in the United States is seeking a Technical Support Analyst (Tier 2) to resolve complex issues within the Client Support team, escalating only true code defects to Engineering. You will manage tickets in Salesforce Service Cloud, diagnose API, SQL, and data problems, and mentor Tier 1 agents.

This role requires strong communication, a SaaS background, and collaboration with cross-functional teams to improve processes and knowledge bases while ensuring timely resolutions under SLAs.

Qualifications

• Bachelor's degree in a technical field or equivalent experience.
• Strong ability to distinguish configuration, data, and integration issues from true code defects.
• Experience diagnosing databases, APIs, and SQL troubleshooting.
• Excellent written and verbal communication for technical and non-technical audiences.

Responsibilities

• Serve as Tier 2 escalation point for technical issues from Tier 1 and AI triage.
• Investigate, diagnose, and resolve client-reported issues using scripts, KBs, and internal tools.
• Elevate only genuine code defects to Engineering and provide clear reproduction steps and logs.
• Collaborate with Engineering to hand off escalated issues with thorough documentation.
• Manage Salesforce Service Cloud ticket queue, prioritise and meet SLAs.

Skills

Clear communication

SQL troubleshooting

API debugging

Ticket management

Cross-functional collaboration

Education

Bachelor's Degree in technical field

Tools

Salesforce Service Cloud

PEGA

Job description

Quavo, Inc. in the United States is seeking a Technical Support Analyst (Tier 2) to resolve complex issues within the Client Support team, escalating only true code defects to Engineering. You will manage tickets in Salesforce Service Cloud, diagnose API, SQL, and data problems, and mentor Tier 1 agents.

This role requires strong communication, a SaaS background, and collaboration with cross-functional teams to improve processes and knowledge bases while ensuring timely resolutions under SLAs.