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 SaaS 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’re building a next-generation support organization for the future of our SaaS platform, and we’re looking for a Principal Technical Support Analyst to help lead the way.
In this role, you’ll be part of our Tier 2 technical support function, responsible for diagnosing and resolving complex cloud, API, and platform issues. You’ll guide a team of technical experts, partner closely with Engineering and Product, and ensure our customers receive fast, accurate, and high‑quality technical resolutions.
This role is customer-facing when needed and requires someone who can speak confidently with senior business and technical leaders during high‑visibility incidents and escalations.
Work Arrangement: Hybrid - NYC
Responsibilities
- Lead and grow a high‑performing team of Tier 2 technical support engineers.
- 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.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical field, or equivalent education and practical experience
- 5+ years of experience in SaaS technical support, operations, or escalations engineering
- 2+ years managing technical support or incident-response teams
- Extensive experience communicating 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 and ability to simplify complex technical issues for any audience
- Ability to travel less than 10% as business needs require
- Ability to lift or move light objects up to 20 pounds occasionally
- Must be legally authorized to work in the United States without employment sponsorship
What We Do
Elite is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently. Our solutions lie at the heart of a large proportion of the world’s largest, most successful and innovative law firms. In fact, three-quarters of the Am Law 200 and four-fifths of the Global 200 rely on at least one Elite solution to help drive their firms’ business operations into the future. As more firms make cloud solutions a core part of their technology strategies for the future, Elite is leading the way in supporting customers as they move their financial and operational systems into the cloud. To date, Elite has supported more than 400 firms around the world in their move to 3E in the cloud
