Senior Tech Support Specialist: Complex Cross‑Team Issues

Socket.dev; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Reeco seeks a Senior Technical Support Specialist to own complex investigations and drive resolutions across hospitality tech platforms. You will bridge Customer Care, Product, and Engineering, crafting precise reproduction steps and actionable tickets while developing practical workarounds for ongoing issues.

You will help scale Reeco’s technical support by documenting playbooks, improving escalation quality, and aligning with product and engineering on known problems and release validation.

Qualifications

• 5+ years in Technical Support, Product Support, Support Engineering, or similar role in a B2B SaaS company.
• Proven experience investigating complex software issues using Claude, session-replay tools, browser developer tools, internal admin tools, APIs, and system data.
• Excellent written and verbal communication skills, with the ability to translate technical findings for customers and non-technical teams.

Responsibilities

• Own complex technical investigations from escalation through confirmed resolution.
• Validate whether reported behavior is a product bug, configuration issue, user workflow issue, data inconsistency, supplier issue, or integration issue.
• Reproduce technical issues and document clear reproduction steps, expected vs actual behavior, affected users, and business impact.
• Use Jira, LogRocket, system records, and historical tickets to understand behavior and identify root causes.
• Assess issue severity and urgency based on customer impact, workflows, risk, and availability of a workaround.
• Create and approve high-quality Jira tickets for Engineering.
• Ensure Engineering receives context, evidence, reproduction steps, and impact to take action.
• Develop safe, practical workarounds that keep customers operating during fixes.
• Translate findings into customer-ready guidance for Customer Care.
• Partner with Product and Engineering on active issues, release validation, and support communications.
• Verify fixes after release and confirm closure.
• Coach Customer Care on investigation, evidence gathering, and escalation quality.
• Create and maintain known-issue docs, playbooks, and checklists across product modules.
• Identify recurring issues and share insights to improve product and support workflows.
• Identify opportunities to improve Technical Support processes and scalability.

Skills

Technical support experience

Troubleshooting

Jira

LogRocket

APIs

Tools

Browser dev tools

Internal admin tools

Job description

Reeco seeks a Senior Technical Support Specialist to own complex investigations and drive resolutions across hospitality tech platforms. You will bridge Customer Care, Product, and Engineering, crafting precise reproduction steps and actionable tickets while developing practical workarounds for ongoing issues.

You will help scale Reeco’s technical support by documenting playbooks, improving escalation quality, and aligning with product and engineering on known problems and release validation.