Own end‑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.
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 States; Elite does not provide employment sponsorship for this position
Benefits
Competitive Compensation Package ($144,000 - $160,000 base salary + variable Component)
Comprehensive Healthcare Coverage (Health, Dental, Vision)
Retirement Savings Plan with an Employer Contribution
Professional Development Opportunities
Tuition Reimbursement
Parental Leave
Time Off
Wellness Initiatives
Employee Assistance Program
Generous Global Parental Leave
Calm, free premium subscription
Employee Discount Program
Please note that we do not offer sponsorship for this position.
Additional Information
At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.
In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.
Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
We are not accepting applications submitted through recruiting agencies.
