{"id":1550839,"url":"https://alion.io/job/gamutindustries-principal-technical-support-analyst-2","title":"Principal Technical Support Analyst","company":{"id":15784,"name":"Gamutindustries","domain":"gamutindustries.com","url":"https://alion.io/company/gamutindustries","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":144000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-30T18:56:01Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-01T23:24:35Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at elite.com.\nPosition Overview \nWe’re building a next-generation support organization for the future of our SaaS platform, and we’re looking for a Principal Technical Support Analyst to help lead the way. \nIn this role, you’ll be part of our Tier 2 technical support function, responsible for diagnosing and resolving complex cloud, API, and platform issues. You’ll guide a team of technical experts, partner closely with Engineering and Product, and ensure our customers receive fast, accurate, and high-quality technical resolutions. \nThis role is customer-facing when needed and requires someone who can speak confidently with senior business and technical leaders during high-visibility incidents and escalations. \nWork Arrangement: Hybrid - NYC\nResponsibilities\nLead and grow a high-performing team of Tier 2 technical support engineers. \nOwn end-to-end resolution of technical incidents across cloud services, APIs, and customizations. \nCommunicate clearly and confidently with executive-level customer stakeholders during escalations. \nPartner with our Technical Product Manager to prioritize issues, improve triage, and reduce engineering interruptions. \nDrive problem management by identifying root causes and recurring incident patterns. \nHelp implement AI-powered triage and deflection to improve speed and scale. \nBuild playbooks, runbooks, and processes that elevate our support quality. \nPerform other duties as assigned to support departmental and company objectives. \nQualifications\nBachelor's Degreein Computer Science, Information Technology, Information Systems, Engineering, or a related technical field, or equivalent education and practical experience.\n5+ years in SaaS technical support, operations, or escalations engineering. \n2+ years managing technical support or incident-response teams. \nExtensive experience speaking directly with CIOs, CTOs, senior business leaders, and enterprise architects. \nStrong technical troubleshooting skills across cloud platforms, APIs, and observability tools. \nExperience guiding customers through incidents with empathy, clarity, and confidence. \nExcellent communication skills-able to simplify complex technical issues for any audience.\nAbility to travel up <10% as business needs require\nRole requires the following physical capacity:Light: up to 20 lbs - occasional lifting or movement of light objects \nMust be legally authorized to work inUnited States; Elite does not provide employment sponsorship for this position \nBenefits\nCompetitive Compensation Package ($144,000 - $160,000 base salary + variable Component) \nComprehensive Healthcare Coverage (Health, Dental, Vision)\nRetirement Savings Plan with an Employer Contribution\nProfessional Development Opportunities\nTuition Reimbursement\nParental Leave\nTime Off\nWellness Initiatives\nEmployee Assistance Program\nGenerous Global Parental Leave\nCalm, free premium subscription\nEmployee Discount Program\nPlease note that we do not offer sponsorship for this position.\nAdditional Information\nAt Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.\nIn our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.\nOur diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.\nAs a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.\nWe also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.\nWe are not accepting applications submitted through recruiting agencies.","description_format":"text","description_chars":5221,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work","Parental leave","Professional development","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Australia","iso":"AU","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"},{"name":"Costa Rica","iso":"CR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-01T00:13:08Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":42,"reasons":["conf:5","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":true},"html_url":"https://alion.io/job/gamutindustries-principal-technical-support-analyst-2","json_url":"https://alion.io/job/gamutindustries-principal-technical-support-analyst-2.json","meta":{"generated_at":"2026-10-02T03:12:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4394,"day_limit":5000,"remaining_today":606,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}