[Remote] Technical Support Analyst

Note: The job is a remote job and is open to candidates in USA. Quavo Fraud & Disputes provides cloud-based fraud and disputes management technology for financial services organizations. The Technical Support Analyst is a Tier 2 support role responsible for investigating and resolving configuration, integration, environment, and data-related issues, managing support tickets, assisting with client go-lives and upgrades, and coordinating with Engineering on genuine code-level defects.

Responsibilities

• Serve as the Tier 2 escalation point for technical issues routed from Tier 1 Client Advocates and AI agents, including configuration, integration, environment, and data-related issues
• Investigate, diagnose, and resolve client-reported technical issues, using diagnostic scripts, knowledge bases, and internal tools to drive timely resolution
• Accurately distinguish true code-level defects from configuration, data, or environment issues, and escalate only genuine code defects and issues to Engineering (Tier 3)
• Partner with Engineering to provide clear, well-documented handoffs for escalated issues, including reproduction steps, logs, and diagnostic findings
• Manage an assigned ticket queue within Salesforce Service Cloud, ensuring tickets are updated, prioritized, and resolved according to department SLAs and best practices
• Troubleshoot database, API, and SQL-related issues as part of client environment and integration support
• Support client go-lives and upgrades by troubleshooting technical challenges during onboarding and release upgrades
• Identify recurring issues and trends, and recommend improvements to processes, documentation, and knowledge base content to reduce future ticket volume
• Provide guidance and technical mentorship to Tier 1 Client Advocates to support first-contact resolution and appropriate triage
• Contribute to the ongoing optimization of support tooling, including ticketing systems, automation, and AI agent capabilities
• Maintain clear and professional communication with clients throughout the resolution process, including status updates on complex or long-running issues
• Provide statistical and performance data to the Director of Technical Support, including trends in ticket volume, resolution time, and escalation rates
• Participate in cross-functional initiatives such as product launches and platform migrations, coordinating with Engineering and other teams as needed
• All other duties as assigned

Skills

• Bachelor's Degree, preferably in a technical field, with at least 5 years of experience in a technical support, or related technical role
• Strong technical acumen with the ability to distinguish configuration, data, and integration issues from true code-level defects
• Experience with Database, APIs, and SQL troubleshooting
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences
• Strong problem-solving and analytical skills, with a methodical approach to diagnosing issues
• Ability to manage a high-volume ticket queue, prioritize effectively, and meet resolution SLAs
• Ability to work collaboratively across Client Support and Engineering teams
• Working knowledge of MS Windows and MS Office (including email) as well as internet browser operations
• Background in SaaS
• Experience with Salesforce Service Cloud (or SFDC) and related tools
• Experience with PEGA
• Experience working within a tiered support model

Company Overview

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