Tier 2 Technical Support Analyst - SaaS, SQL & API Expert

Quavo Fraud & Disputes; United States; On-site; USD 70,000 - 110,000; Full time

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

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.