Technical Support Analyst (Tier 2)

Quavo quavo.com Open · verified Oct 24, 2026

Remote United States Full-time Mid-level IT Support & Helpdesk

At a glance

Mid-level IT Support & Helpdesk role at Quavo. Remote, United States · full-time · no salary stated · we estimate $71,694–$112,619 across the United States.

Estimated pay

Quavo has not published a salary for this role. The figure below is our estimate, not theirs.

$71,694 – $112,619

What the middle half of mid-level IT support & helpdesk roles in the United States paid, among postings that did state a salary.

Worked out from 924 postings that stated pay, median $90,000. Last updated Oct 24, 2026.

RoleIT Support & Helpdesk

SeniorityMid-level

LocationUnited States

WorkplaceRemote

EmploymentFull-time

PostedSep 11, 2026 · 6w ago

Role brief

remoteroles summary, based on the employer's posting.

What you'll do

Take Tier 2 cases from advocates or AI triage, investigating configuration, integration, environment and data problems
Use diagnostic scripts, knowledge resources and internal tools to resolve client issues, sending genuine code defects to Engineering
Keep your Salesforce Service Cloud queue prioritized and current, meeting department resolution targets
Troubleshoot database, API and SQL issues during client integrations, go-lives and upgrades
Document Engineering handoffs, coach Tier 1 advocates and share ticket trends and recurring issues

What you bring

At least five years in technical support or a related technical role, with a bachelor's degree or equivalent experience
You can troubleshoot database, API and SQL problems and separate setup or data issues from code defects
You communicate technical findings clearly and can prioritize a busy ticket queue against resolution targets
Working knowledge of Windows, Office, email and internet browsers

Who this fits

This mid-level role suits someone who can resolve Tier 2 technical cases directly and coordinate with Tier 1 and Engineering. It is remote in the United States. You must already be authorized to work in the United States without employer visa sponsorship, now or later.

From the employer

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, engaging Engineering (Tier 3) only for true code-level defects or issues.

This role is not sponsorship eligible. Applicants must be legally authorized to work in the United States without employer visa sponsorship, now or in the future. This includes OPT, STEM OPT, CPT, H-1B, or any other visa requiring employer sponsorship or support.

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 or equivalent related experience in lieu of degree, with at least 5 years of experience in technical support or a related technical role.