技术支持分析师
Technical Support Analyst
我们是谁：
Quavo 是欺诈和争议管理技术领域的行业领导者，为发卡金融机构提供全球唯一的端到端基于云的争议即服务解决方案。Quavo 是一个由坚韧不拔的专家组成的团队，他们不断创新，挑战安于现状，持续交付前沿技术和人工智能。我们的专家热衷于在解决方案中创造价值，并赋能客户社区提升欺诈和争议管理行业的标准。
职位简介：
技术支持分析师是 Quavo 客户支持团队中的二级角色，负责解决超出一级客户倡导者范围且不需要工程团队介入的技术问题。这包括从一级或通过 AI 分诊路由的配置、集成、环境和数据相关问题。技术支持分析师会直接调查、诊断并解决这些问题，仅在出现真正的代码级缺陷或问题时才联系工程团队（三级）。
职责包括：
- 作为从一级客户倡导者和 AI 代理路由的技术问题的二级升级点，包括配置、集成、环境和数据相关的问题。
- 调查、诊断并解决客户报告的技术问题，使用诊断脚本、知识库和内部工具以及时解决问题。
- 准确区分真正的代码级缺陷与配置、数据或环境问题，并仅将真正的代码缺陷和问题升级至工程团队（三级）。
- 与工程团队合作，为升级的问题提供清晰、详细的交接，包括复现步骤、日志和诊断结果。
- 在 Salesforce Service Cloud 中管理分配的工单队列，确保工单按部门 SLA 和最佳实践进行更新、优先处理和解决。
- 作为客户环境和集成支持的一部分，排查数据库、API 和 SQL 相关的问题。
- 在客户上线和升级过程中，通过排查技术难题来提供支持。
- 识别重复出现的问题和趋势，并建议改进流程、文档和知识库内容，以减少未来的工单数量。
- 为一级客户倡导者提供指导和技术辅导，以支持首次接触解决和适当的分诊。
- 为持续运营做出贡献
查看英文原文
Who we are:
Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.
About the role:
The Technical Support Analyst is a Tier 2 role within Quavo's Client Support team, responsible for resolving the technical issues that fall outside the scope of Tier 1 Client Advocates and do not require Engineering involvement. This includes configuration, integration, environment, and data-related issues escalated from Tier 1 or routed by AI triage. The Technical Support Analyst investigates, diagnoses, and resolves these issues directly,engagingEngineering (Tier 3) only for true code-level defects orissues.
Responsibilities include:
- Serve as the Tier 2 escalation point for technical issues routed from Tier 1 Client Advocates and AI agents, including configuration, integration, environment, and data-related issues.
- Investigate, diagnose, and resolve client-reported technical issues, using diagnostic scripts, knowledge bases, and internal tools to drive timely resolution.
- Accurately distinguish true code-level defects from configuration, data, or environment issues, and escalate only genuine code defects and issues to Engineering (Tier 3).
- Partner with Engineering to provide clear, well-documented handoffs for escalated issues, including reproduction steps, logs, and diagnostic findings.
- Manage an assigned ticket queue within Salesforce Service Cloud, ensuring tickets are updated, prioritized, and resolved according to department SLAs and best practices.
- Troubleshoot database, API, and SQL-related issues as part of client environment and integration support.
- Support client go-lives and upgrades by troubleshooting technical challenges during onboarding and release upgrades.
- Identify recurring issues and trends, and recommend improvements to processes, documentation, and knowledge base content to reduce future ticket volume.
- Provide guidance and technical mentorship to Tier 1 Client Advocates to support first-contact resolution and appropriate triage.
- Contribute to the ongoing optimization of support tooling, including ticketing systems, automation, and AI agent capabilities.
- Maintain clear and professional communication with clients throughout the resolution process, including status updates on complex or long-running issues.
- Provide statistical and performance data to the Director of Technical Support, including trends in ticket volume, resolution time, and escalation rates.
- Participate in cross-functional initiatives such as product launches and platform migrations, coordinating with Engineering and other teams as needed.
- All other duties as assigned.
Required Qualifications:
- Bachelor's Degree, preferably in a technical field,with at least5years of experience ina technicalsupport, or related technical role.
- Strong technical acumen with the ability to distinguish configuration, data, and integration issues from true code-level defects.
- Experience with Database, APIs, and SQL troubleshooting.
- Strong written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
- Strong problem-solving and analytical skills, with a methodical approach to diagnosing issues.
- Ability to manage a high-volume ticket queue, prioritize effectively, and meet resolution SLAs.
- Ability to work collaboratively across Client Support and Engineering teams.
- Working knowledge of MS Windows and MS Office (including email) as well as internet browser operations.
Preferred Qualifications:
- Background in SaaS
- Experience with Salesforce Service Cloud (or SFDC) and related tools
- Experience with PEGA
- Experience working within a tiered support model
Originally posted on Himalayas