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 critical service incidents
Domain
Payments technology / Enterprise client support
Deliverable
client delivery
Required skills
Technical troubleshooting of REST APIs and distributed systems, incident management, stakeholder management, AI and automation tool utilization, cross-functional collaboration, root cause analysis, proactive communication
Preferred skills
Project management, requirements gathering, analytics (Excel, MS Project, PowerPoint, Visio), relationship management, time management under deadlines
Technologies
REST APIs, distributed systems, Excel, MS Project, PowerPoint, Visio, AI tools
Responsibilities
Serve as technical escalation owner for complex client issues, lead high-severity incidents, partner across Product/Engineering/Sales teams, utilize AI/automation to accelerate investigations, monitor operational signals for risks, support enterprise clients through technical consultations, contribute to knowledge sharing and process optimization
Seniority
Mid-level, hands-on IC
