Principal Technical Support Analyst

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.

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We’rebuilding a next‑generation support organization for the future of our SaaS platform, andwe’relooking for a Principal Technical Support Analyst to help lead the way.

In this role,you’llbe part ofour Tier 2 technical support function, responsible for diagnosing and resolving complex cloud, API, and platform issues.

You’llguide a team of technical experts, partner closely with Engineering and Product, and ensure our customers receive fast,accurate, andhigh‑quality technical resolutions.

This role is customer‑facing when needed and requires someone who can speak confidently with senior business and technical leaders during high‑visibility incidents and escalations.

Work Arrangement: Hybrid

This role requires the individual to be based in UK Time Zone (GMT/BST)

• Lead and grow ahigh‑performing team of Tier 2 technical support engineers.
• Ownend‑ 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.

• 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