Elite Care Escalated Support Analyst
Core
Global third-line support analyst providing expert technical support for complex client issues and critical service incidents for enterprise clients.
Role type
Senior IC technical support analyst (escalations)
Builds
Seamless client outcomes and rapid resolution of high-severity incidents
Domain
Payments technology / Enterprise client services
Deliverable
client delivery
Required skills
troubleshooting REST APIs, integrations, and distributed systems; incident management; stakeholder management; AI and automation tool utilization; analytics; project management; requirements gathering; documentation
Preferred skills
relationship management; setting priorities; managing customer expectations; time management; multitasking under deadlines; team collaboration; verbal, written, and presentation communication
Technologies
REST APIs, distributed systems, Excel, MS Project, PowerPoint, Visio, AI tools
Responsibilities
Serve as technical escalation owner for complex client issues; lead and coordinate high-severity incidents; partner across Product, Engineering, Operations, and Client Services teams; utilize AI and automation tools to accelerate investigations; monitor operational signals to identify risks; support enterprise clients through technical consultations; contribute to knowledge sharing and process optimization; participate in after-hours and on-call coverage
Seniority
Mid-level, hands-on IC