Technical Support Analyst (Tier 2)

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