At a Glance
- Tasks: Lead a team to resolve complex technical issues in a dynamic SaaS environment.
- Company: Join Elite, the trusted automation platform for top law firms worldwide.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a next-gen support organisation with excellent career advancement potential.
- Why this job: Make a real impact by guiding teams and enhancing customer experiences with cutting-edge technology.
- Qualifications: 5+ years in SaaS support and strong communication skills required.
The predicted salary is between 67500 - 82500 £ per year.
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 Saa S 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.
Learn more at elite. com.
Position Overview
We’rebuilding a next‑generation support organization for the future of our Saa S 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‑qualitytechnical resolutions.
This role is customer‑facing when needed and requires someone who can speak confidently with senior business and technical leaders duringhigh‑visibilityincidents and escalations.
Work Arrangement
- Hybrid
- This role requires the individual to be based in UK Time Zone (GMT/BST)
Responsibilities
- Lead and grow ahigh‑performingteam of Tier 2 technical support engineers.
- Ownend‑ to ‑ endresolution of technical incidents across cloud services, APIs, and customizations.
- Communicate clearly and confidently withexecutive‑ levelcustomer stakeholders during escalations.
- Partner with our Technical Product Manager to prioritize issues, improve triage, and reduce engineering interruptions.
- Drive problem management by identifyingroot causes and recurring incident patterns.
- Help implement AI‑ poweredtriage 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 Saa S technical support, operations, or escalations engineering.
- 2+ years managing technical support orincident‑ responseteams.
- 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 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 Kingdom ; Elite does not provide employment sponsorship for this position
- Competitive Compensation Package
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Tuition Reimbursement
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- 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.
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Principal Technical Support Analyst employer: Elite Technology
Elite is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration within the legal technology sector. With a strong focus on employee growth, you will have the opportunity to lead a high-performing team while working with cutting-edge cloud-native solutions in a hybrid environment. The company values its employees by providing comprehensive support and resources, ensuring that you can thrive both personally and professionally in the UK Time Zone.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Technical Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elite Technology. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Elite Technology before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Technical Support Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Elite Technology:Your cover letter is your chance to shine! Tell us why you want to work at Elite Technology specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Elite Technology!
How to prepare for a job interview at Elite Technology
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
