Technical Support Analyst

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Quavo Fraud & Disputes

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

Quavo Fraud & Disputes is a provider of dispute and fraud management solutions for financial institutions. Its SaaS platform (QFD®) and Dispute Resolution Experts (DRE™) combine automation, agentic AI, advanced analytics, and integrations to accelerate card dispute resolution, reduce losses, ensure regulatory compliance, and improve customer experience for banks, credit unions, fintechs, processors, and sponsor banks.

📋 Description

• 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 • Distinguish true code-level defects from configuration, data, or environment issues and escalate genuine code defects to Engineering Tier 3 • Partner with Engineering on documented handoffs including reproduction steps, logs, and diagnostic findings • Manage an assigned ticket queue within Salesforce Service Cloud according to department SLAs and best practices • Troubleshoot database, API, and SQL-related issues for client environments and integrations • 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 • Provide guidance and technical mentorship to Tier 1 Client Advocates • Contribute to optimization of support tooling, ticketing systems, automation, and AI agent capabilities • Maintain clear and professional client communication, including status updates on complex or long-running issues • Provide ticket volume, resolution time, and escalation-rate data to the Director of Technical Support • Participate in cross-functional initiatives such as product launches and platform migrations • Perform other duties as assigned

🎯 Requirements

• Bachelor's Degree, preferably in a technical field, with at least 5 years of experience in a technical support 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 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, MS Office including email, and internet browser operations • Preferred: Background in SaaS • Preferred: Experience with Salesforce Service Cloud or SFDC and related tools • Preferred: Experience with PEGA • Preferred: Experience working within a tiered support model