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About the Role

Elite is seeking a Principal Technical Support Analyst to join their Tier 2 technical support function. This role is responsible for diagnosing and resolving complex cloud, API, and platform issues, guiding a team of technical experts, and partnering with Engineering and Product to ensure high-quality customer resolutions.

Responsibilities

• Lead and grow a high-performing team of Tier 2 technical support engineers.
• Own end-to-end resolution of technical incidents across cloud services, APIs, and customizations.
• Communicate clearly and confidently with executive-level customer stakeholders during escalations.
• Partner with our Technical Product Manager to prioritize issues, improve triage, and reduce engineering interruptions.
• Drive problem management by identifying root causes and recurring incident patterns.
• Help implement AI-powered triage and deflection to improve speed and scale.
• Build playbooks, runbooks, and processes that elevate our support quality.
• Perform other duties as assigned to support departmental and company objectives.

Requirements

• Bachelor's Degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical field, or equivalent education and practical experience.
• 5+ years in SaaS technical support, operations, or escalations engineering.
• 2+ years managing technical support or incident-response teams.
• Extensive experience speaking directly with CIOs, CTOs, senior business leaders, and enterprise architects.
• Strong technical troubleshooting skills across cloud platforms, APIs, and observability tools.
• Experience guiding customers through incidents with empathy, clarity, and confidence.
• Excellent communication skills—able to simplify complex technical issues for any audience.
• Ability to travel up to 10% as business needs require.
• Role requires the following physical capacity: Light: up to 20 lbs – occasional lifting or movement of light objects.
• Must be legally authorized to work in United Kingdom; Elite does not provide employment sponsorship for this position.

Skills

• Cloud platforms
• APIs
• Observability tools
• Technical troubleshooting
• Customer incident guidance
• Communication

Location

• UK Time Zone (GMT/BST)

Work Type

• Hybrid
• Remote

Experience Level

• 5+ years in SaaS technical support, operations, or escalations engineering
• 2+ years managing technical support or incident-response teams

Education Level

• Bachelor's Degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical field, or equivalent education and practical experience.

Benefits

• Competitive Compensation Package
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Parental Leave
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program

About the Company

• 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.
• Elite Technology embraces an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you.
• Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines.
• Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia.

Equal Opportunity

• As 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.
• We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.