IT Support

• Act as a player–coach by handling day-to-day support queries while fully managing the team, ensuring the department is meeting SLAs and properly processing escalations.
• Triage and prioritize inbound tickets, ensuring efficient workflow and consistent processes across the support queue.
• Optimize and streamline Customer Support workflows, identifying gaps, presenting solutions and implementing scalable improvements.
• Lead and support cross-functional projects that enhance automation, tooling, and at-scale support operations.
• Research, plan, and roll out automation and AI capabilities that reduce manual work and improve customer experience.
• Monitor and refine automated onboarding journeys to accelerate customer time-to-value and reduce friction.
• Troubleshoot technical issues, maintain accounts, support training requests, and assist with complex cases as needed.
• Understand customer challenges in digital asset risk and compliance and align Elliptic solutions to their needs.
• Build a working understanding of APIs and product capabilities to resolve deeper technical queries.
• Join customer calls to diagnose blockers and support smooth adoption of the platform.
• Own reporting and metrics for the Support function, delivering insights that drive capacity planning and product decisions.
• Provide structured customer-level insights for business reviews and collaborate closely with Product and Engineering.
• Support Sales and Customer Success Managers with technical trials, demos, and training when needed.
• Work closely with leadership on ensuring we’re providing best-in-class customer support globally, in full alignment with our SLAs.

Technical Customer Support Manager

IT Engineer

Audit Manager

IT Support, AI Tech Specialist

Audit Manager – Quantitative, Actuarial & AI Models