Senior Tech Support Engineer: Ownership & Resolution

Biscayne Staffing; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Biscayne Staffing in the United States is seeking a Senior Technical Support Specialist to own and resolve complex technical issues in a fast-growing B2B SaaS environment.

You will troubleshoot, reproduce, document findings, collaborate with Engineering and Product, and drive customer-impacting problems to resolution, while coaching Customer Care. This hands-on role emphasizes clear communication, structured investigations, and scalable support processes.

Qualifications

• 5+ years in Technical or Product Support in a B2B SaaS environment.
• Experience troubleshooting complex software issues, not just routing tickets.
• Ability to identify root causes and distinguish symptoms from data/workflows.

Responsibilities

• Take ownership of complex technical issues through investigation and resolution.
• Reproduce issues, document steps, expected vs. actual behavior, and impact.
• Create detailed Jira tickets for Engineering with evidence and context.
• Collaborate with Engineering and Product on bugs and releases.
• Develop practical workarounds to keep customers operational.
• Translate findings for non-technical teams and coach Care teams.
• Help build troubleshooting guides and support workflows.

Skills

5+ years experience

Troubleshooting complex software

Root cause analysis

Jira ticketing for engineering

Web apps & APIs

Clear communication

Multi-tasking

Cross-functional collaboration

Tools

Jira

Intercom

LogRocket

Job description

Biscayne Staffing in the United States is seeking a Senior Technical Support Specialist to own and resolve complex technical issues in a fast-growing B2B SaaS environment.

You will troubleshoot, reproduce, document findings, collaborate with Engineering and Product, and drive customer-impacting problems to resolution, while coaching Customer Care. This hands-on role emphasizes clear communication, structured investigations, and scalable support processes.