Q

Quavo

SaaS platform automating fraud and disputes

Technical Support Analyst - Tier 2

Full-TimeUpdated on 10/21/2026
No salary listed
Senior
Bachelor's
Remote in USA
Remote
Customer Experience & SupportCustomer Support
No H1B Sponsorship

About the job

Requirements
  • A bachelor's degree or equivalent related experience in lieu of a degree, with at least 5 years of experience in technical support or a related technical role.
  • Strong technical acumen to distinguish configuration, data, and integration issues from true code-level defects.
  • Experience troubleshooting databases, APIs, and SQL.
  • Strong written and verbal communication skills 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 service-level agreements.
  • Ability to work collaboratively across Client Support and Engineering teams.
  • Working knowledge of Microsoft Windows, Microsoft Office (including email), and internet browser operations.
Responsibilities
  • 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 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 service-level agreements 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 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.
Desired Qualifications
  • A bachelor's degree in a technical field.
  • Background in SaaS.
  • Experience with Salesforce Service Cloud (or SFDC) and related tools.
  • Experience with PEGA.
  • Experience working within a tiered support model.

About the company

Q

Quavo

View
Website

Quavo provides a cloud-based SaaS platform for automated fraud and dispute management for issuing financial institutions such as banks, credit unions, and fintechs. Its core product, QFD, automates the entire dispute lifecycle from intake to resolution, while ARIA uses AI to conduct investigations and distinguish true from friendly fraud with real-time decisions. It also offers Dispute Resolution Experts (DRE) to outsource back-office investigation tasks, combining software and services as Disputes as a Service. The goal is to help financial institutions scale operations, reduce write-offs, and deliver faster, regulation-compliant resolutions for customers.

Company Size

51-200

Company Stage

Growth Equity (Non-Venture Capital)

Total Funding

$311M

Headquarters

Wilmington, Delaware

Founded

2015

Get referred to Quavo

See people who can refer or advise you

Simplify Jobs

Simplify's Take

What believers are saying

  • Apple Federal Credit Union chose Quavo in February 2026 to modernize disputes.
  • Old Glory Bank deployed Quavo in 46 days, proving fast implementation.
  • Quavo added David Oldershaw and Tony DiGiorgio in January 2026 to scale execution.

What critics are saying

  • Large banks can build similar dispute automation with Pega or in-house teams by 2027.
  • Quavo’s revenue concentration in issuing FIs exposes it to account losses and pricing pressure.
  • If Aria disappoints on compliance or accuracy, Quavo’s AI differentiation collapses quickly.

What makes Quavo unique

  • Quavo’s QFD platform automates disputes end-to-end for issuing financial institutions.
  • Spectrum Equity invested $300 million in July 2025, validating Quavo’s category leadership.
  • Quavo’s 2026 Aria AI analyst runs 24/7 and automates 90% of tasks.

Help us improve and share your feedback! Did you find this helpful?

Benefits

  • Hybrid Work Options

Growth & Insights and Company News

Headcount

6 month growth

1%

1 year growth

1%

2 year growth

2%
Associated Press
Oct 13th, 2026
Issuers' digital subscription chargeback wins fall 35% in 26 days, Quavo Labs data shows

Issuers lost far more digital subscription chargebacks in October 2026, as win rates fell 35% in 26 days. That included disputes over popular streaming services. The number of disputes filed barely changed, so many issuers likely misread the shift as friendly fraud or weaker evidence. The finding comes from Quavo Labs, a new research hub from disputes technology firm Quavo. It draws on a network that processes more than 25 million disputes a year and supports more than 650 brands and issuers. "Every institution can see its own disputes, but they can't see critical patterns that should drive operations," said Ron Rybicki, Quavo's vice president of data and analytics. Quavo Labs will publish monthly data insights, plus quarterly merchant and performance reports. Findings are aggregated, and no issuer or cardholder is identified.

Quavo
Sep 20th, 2026
Quavo Fraud & Disputes Secures $300 Million Growth Investment from Spectrum Equity | Quavo Fraud & Disputes

Quavo Fraud & Disputes announces a $300M growth investment from Spectrum Equity to accelerate AI-driven innovation and expand its market-leading dispute management platform for financial institutions.

Yahoo Finance
Mar 31st, 2026
Quavo launches Aria, AI analyst automating 90% of dispute casework for financial institutions

Quavo, an AI disputes technology provider for financial institutions, has launched Aria, an AI-powered analyst designed to automate end-to-end dispute resolution. The system operates continuously within Quavo's QFD platform, handling case intake, investigation, recovery and resolution autonomously. Trained on millions of real-world disputes, Aria combines automation, multilayered AI models and regulatory intelligence to automate up to 90% of casework. The company reports clients achieve a 95% reduction in manual processing, 100% regulatory compliance, 70% decrease in financial losses and 67% reduction in resolution time, with capacity equivalent to 10 full-time employees. Aria interprets case data, applies card network and regulatory rules, triggers workflows and delivers auditable decisions. Quavo currently processes over one million disputes monthly for financial institutions.

Finopotamus
Mar 27th, 2026
Quavo named winner of the 2026 CreditUnions.com Innovation Series Fraud Prevention and Resolution category.

Quavo named winner of the 2026 CreditUnions.com Innovation Series Fraud Prevention and Resolution category. * 2 hours ago Wilmington, DE - March 27, 2026 - Quavo, Inc. ("Quavo"), a leading AI disputes technology partner and strategic advisor to financial institutions and technology companies, today announced it has been named the winner of the 2026 CreditUnions.com Innovation Series in the Fraud Prevention and Resolution category. Quavo was recognized for its innovative, member-first approach to fraud management, demonstrated through a live presentation of its QFD(R) platform, powered by Aria(TM) AI, designed to help credit unions resolve fraud more efficiently and make it right for members when it matters most. The award winner was selected by credit union professionals who attended the Innovation Series event, making the recognition a direct reflection of industry confidence in Quavo's solutions and the real-world impact of its AI-driven QFD platform. The 2026 CreditUnions.com Innovation Series spotlights companies whose innovations are reshaping the credit union landscape across member experience, data and business intelligence, lending, employee engagement, fraud prevention, and digital member engagement. Quavo was selected from a competitive field of finalists - illuma, Quinte, and TTEC Digital - all of whom demonstrated solutions designed to modernize how credit unions detect, investigate, and resolve fraud while reducing the operational burden on internal teams. During the Innovation Series session, Quavo demoed its QFD platform and its AI engine, Aria, showcasing how credit unions can unify fraud and dispute resolution workflows across channels, gain real-time visibility into cases, and enable faster, more consistent responses during fraud events. The demonstration highlighted how together QFD and Aria help teams reduce friction, improve communication, and guide members through resolution with transparency and care, reinforcing Quavo's belief that fraud moments are critical opportunities to restore trust and make it right. About Quavo, Inc. Quavo enables financial institutions to transform fraud and dispute management from a costly, fragmented function into a strategic advantage. In an environment where the cost of making it right has historically meant higher risk, manual effort, and strained member relationships, Quavo empowers organizations to do more, with certainty, speed, and confidence. Powered by its intelligent automation, Aria(TM) and guided by a team of experienced dispute specialists, Quavo's QFD(R) platform enables institutions to ensure compliance, streamline operations, enhance the customer experience, and maximize financial recovery. Today, industry leaders rely on Quavo to process more than one million disputes every month, recover billions in disputed funds, and resolve cases an average of 26 days faster than the industry standard. By helping teams respond decisively in moments that matter most, Quavo turns fraud events into opportunities to restore trust, protect members, and strengthen long-term relationships.

Finopotamus
Feb 25th, 2026
Apple Federal Credit Union Partners with Quavo to Modernize Dispute Operations and Elevate Member Experience

Apple Federal Credit Union partners with Quavo to modernize dispute operations and elevate member experience. * 9 hours ago Wilmington, DE - February 24, 2026 - Quavo, Inc. ("Quavo"), the proven AI disputes technology partner and leading strategic advisor for financial institutions, has announced a new partnership with Apple Federal Credit Union (Apple FCU) to transform its dispute management operations. Through this collaboration, Apple FCU will implement Quavo's award-winning QFD(R) platform to enhance efficiency, accelerate claim resolutions, and deliver a frictionless experience for members. Built exclusively for financial institutions and technology companies, QFD(R) is the only AI platform capable of automating the disputes process from intake, through recovery and resolution. Trained on more than 20 million real-world cases, the platform allows Apple FCU to reduce manual workloads for staff, speed up fraud and dispute resolution times, and ensure regulatory compliance, all while scaling operations as the credit union grows. Key member benefits include: · A streamlined self-service portal accessible via online and mobile banking · Real-time claim visibility and status updates · Faster, fairer dispute outcomes · Reduced dependency on call centers and branches "Apple FCU shares our vision for creating smarter, more member-centric dispute processes," said Joseph McLean, CEO and Co-Founder at Quavo. "Together, we're replacing outdated workflows with intelligent automation that meets members where they are - online, mobile, and ready for faster results." This partnership reflects Apple FCU's ongoing investment in innovative technology that meets modern member expectations and sets a new standard for operational excellence in dispute resolution. About Quavo, Inc. Quavo is a leading technology partner and strategic advisor, helping financial institutions (FIs) build trust-driven customer relationships through faster, more transparent dispute resolutions. Its mission is to restore financial trust by simplifying fraud and disputes. Quavo's award-winning technology automates the entire dispute lifecycle, from intake to resolution. FIs can pair this end-to-end solution with its expert-led back-office investigation team in one turnkey managed service. Scalable for institutions of all sizes, Quavo's solutions reduce losses, ensure compliance, and enhance customer loyalty. Learn more at www.quavo.com. About Apple Federal Credit Union Established in 1956, Apple FCU is ranked as a top 100 credit union nationwide, serving nearly 270,000 members with $5.4 billion in assets. As a not-for-profit, member-owned institution, Apple serves a diverse community of local education systems and anyone who lives/works in Fairfax, Frederick and Prince William counties in Virginia. Members receive fair and honest products and services at competitive rates in a trusted environment. Apple is committed to making a positive impact locally, not only in financial services, but also in community involvement, financial literacy and charitable giving. Learn more at AppleFCU.org. Federally insured by NCUA.