Technical Support Analyst

Who we are:

Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.

About the role:

The Technical Support Analyst is a Tier 2 role within Quavo's Client Support team, responsible for resolving the technical issues that fall outside the scope of Tier 1 Client Advocates and do not require Engineering involvement. This includes configuration, integration, environment, and data-related issues escalated from Tier 1 or routed by AI triage. The Technical Support Analyst investigates, diagnoses, and resolves these issues directly, engaging Engineering (Tier 3) only for true code-level defects or issues. 

Responsibilities include:

• 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.

Required Qualifications:

• 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.

Preferred Qualifications:

• Background in SaaS

• Experience with Salesforce Service Cloud (or SFDC) and related tools

• Experience with PEGA

• Experience working within a tiered support model