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← Elite Technology

Principal Technical Support Analyst

Elite Technology
Location
London, England, United Kingdom
Posted
1 month ago
Department
Global Support Services
What they actually want (must-haves)
  • 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
What the job really is

The Principal Technical Support Analyst will lead a Tier 2 technical support team, focusing on diagnosing and resolving complex issues related to cloud services, APIs, and the SaaS platform. This role involves direct communication with senior customer stakeholders during high-visibility incidents, partnering with engineering and product teams to improve support processes, and driving problem management initiatives.

Benefits
  • Competitive Compensation Package
  • Comprehensive Healthcare Coverage (Health, Dental, Vision)
  • Retirement Savings Plan with an Employer Contribution
  • Professional Development Opportunities
  • Tuition Reimbursement
  • Parental Leave
Things to weigh
  • No salary listed
  • Role involves significant customer interaction and high-pressure situations
  • Position requires presence in the UK Time Zone (GMT/BST)
  • No sponsorship for employment is offered
Job score3.4/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity4/5
Pay transparency0/5

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