Principal Technical Support Analyst

About the role

Elite is building a next‑generation support organization for its SaaS platform and seeks a Principal Technical Support Analyst to lead Tier 2 technical support. You will diagnose and resolve complex cloud, API, and platform issues while guiding a team of technical experts and partnering closely with Engineering and Product.

Key responsibilities

• Lead and grow a high‑performing Tier 2 technical support team.
• Own end‑to‑end resolution of incidents across cloud services, APIs, and customizations.
• Communicate with executive‑level customer stakeholders during escalations.
• Partner with the Technical Product Manager to prioritize issues and improve triage.
• Drive problem management by identifying root causes and recurring patterns.
• Help implement AI‑powered triage and deflection to improve speed and scale.
• Build playbooks, runbooks, and processes that elevate support quality.

Required profile

• Bachelor's degree in Computer Science, IT, Engineering or related field, or equivalent experience.
• 5+ years in SaaS technical support, operations or escalations engineering.
• 2+ years managing technical support or incident‑response teams.
• Extensive experience speaking directly with CIOs, CTOs, senior business leaders and enterprise architects.
• Strong technical troubleshooting skills across cloud platforms, APIs and observability tools.
• Ability to guide customers through incidents with empathy, clarity and confidence.
• Excellent communication skills for simplifying complex technical issues.
• Legal authorization to work in the United Kingdom; no sponsorship provided.

Required skills

• Cloud platforms
• APIs
• Observability tools

What we offer

• Competitive compensation package
• Comprehensive healthcare coverage (health, dental, vision)
• Retirement savings plan with employer contribution
• Professional development opportunities and tuition reimbursement
• Parental leave, generous time off and wellness initiatives