{"id":829613,"url":"https://alion.io/job/quavo-technical-support-analyst","title":"Technical Support Analyst (Tier 2)","company":{"id":686718,"name":"Quavo","domain":"quavo.com","url":"https://alion.io/company/quavo","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":72000,"max_usd":145000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":104},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Microsoft Office","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-11T16:15:50Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-11-01T22:43:17Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":51},"description":"Who we are:\nQuavo 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.\nAbout the role:\nThe 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,engagingEngineering (Tier 3) only for true code-level defects orissues.\nThis role is not sponsorship eligible. Applicants must be legally authorized to work in the United States without employer visa sponsorship, now or in the future. This includes OPT, STEM OPT, CPT, H-1B, or any other visa requiring employer sponsorship or support.\nResponsibilities include:\nServe 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. \nInvestigate, diagnose, and resolve client-reported technical issues, using diagnostic scripts, knowledge bases, and internal tools to drive timely resolution. \nAccurately distinguish true code-level defects from configuration, data, or environment issues, and escalate only genuine code defects and issues to Engineering (Tier 3). \nPartner with Engineering to provide clear, well-documented handoffs for escalated issues, including reproduction steps, logs, and diagnostic findings. \nManage an assigned ticket queue within Salesforce Service Cloud, ensuring tickets are updated, prioritized, and resolved according to department SLAs and best practices. \nTroubleshoot database, API, and SQL-related issues as part of client environment and integration support. \nSupport client go-lives and upgrades by troubleshooting technical challenges during onboarding and release upgrades. \nIdentify recurring issues and trends, and recommend improvements to processes, documentation, and knowledge base content to reduce future ticket volume. \nProvide guidance and technical mentorship to Tier 1 Client Advocates to support first-contact resolution and appropriate triage. \nContribute to the ongoing optimization of support tooling, including ticketing systems, automation, and AI agent capabilities. \nMaintain clear and professional communication with clients throughout the resolution process, including status updates on complex or long-running issues. \nProvide statistical and performance data to the Director of Technical Support, including trends in ticket volume, resolution time, and escalation rates. \nParticipate in cross-functional initiatives such as product launches and platform migrations, coordinating with Engineering and other teams as needed. \nAll other duties as assigned. \nRequired Qualifications:\nBachelor's degree or equivalent related experience in lieu of degree, with at least 5 years of experience in technical support or a related technical role.\nStrong technical acumen with the ability to distinguish configuration, data, and integration issues from true code-level defects.\nExperience with Database, APIs, and SQL troubleshooting.\nStrong written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.\nStrong problem-solving and analytical skills, with a methodical approach to diagnosing issues.\nAbility to manage a high-volume ticket queue, prioritize effectively, and meet resolution SLAs.\nAbility to work collaboratively across Client Support and Engineering teams.\nWorking knowledge of MS Windows and MS Office (including email) as well as internet browser operations.\nPreferred Qualifications:\nBachelor's degree in a technical field\nBackground in SaaS\nExperience with Salesforce Service Cloud (or SFDC) and related tools\nExperience with PEGA\nExperience working within a tiered support model","description_format":"text","description_chars":4432,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Fraud Detection","RegTech, AML & Compliance"],"lifecycle":[{"event":"open","at":"2026-09-12T15:57:11Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 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