Principal Technical Support Analyst
On-siteLondon, England, United Kingdom
Job Summary
Lead and grow a high-performing team of Tier 2 technical support engineers while owning end-to-end resolution of complex cloud, API, and platform incidents. Communicate confidently with executive-level customer stakeholders during escalations and partner with Technical Product Management to prioritize issues and reduce engineering interruptions. Drive problem management by identifying root causes and recurring patterns, then build playbooks and runbooks to elevate support quality. Implement AI-powered triage and deflection to improve speed and scale. This role requires a UK Time Zone (GMT/BST) presence with less than 10% travel, a Bachelor's degree in a technical field, and 5+ years in SaaS support. You will guide customers through incidents with empathy and clarity, simplifying complex technical issues for any audience.
Required Qualifications
- 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 <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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.