Senior Technical Support Lead - Complex Escalations

Socket.dev; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Reeco is seeking a Senior Technical Support Specialist to own and drive complex technical investigations from escalation to resolution. You will collaborate with Customer Care, Product, and Engineering to reproduce issues, identify root causes, and craft actionable tickets and workarounds.

You will translate technical findings into clear guidance for non-technical teams and help build a scalable support playbook as Reeco grows, partnering with cross-functional teams to deliver reliable

Qualifications

• 5+ years in Technical Support, Product Support, Support Engineering, or similar 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.
• Strong troubleshooting skills with the ability to separate symptoms from root causes.
• Experience reproducing technical issues and creating clear, actionable Engineering Jira tickets.
• 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 internal tools, Jira, LogRocket, system records to understand system behavior and identify root causes.
• Assess issue severity and urgency based on customer impact and available workarounds.
• Create and approve high-quality Jira tickets before they reach Engineering.
• Ensure Engineering receives context, evidence, reproduction steps, and impact required to act.
• Develop safe and practical workarounds so customers can operate during fixes.
• Translate technical findings into customer-ready guidance for Customer Care.

Skills

Advanced troubleshooting

Jira usage

Customer focus

Documentation

Tools

Claude

Session replay tools

Browser dev tools

APIs

System data access

Job description

Reeco is seeking a Senior Technical Support Specialist to own and drive complex technical investigations from escalation to resolution. You will collaborate with Customer Care, Product, and Engineering to reproduce issues, identify root causes, and craft actionable tickets and workarounds.

You will translate technical findings into clear guidance for non-technical teams and help build a scalable support playbook as Reeco grows, partnering with cross-functional teams to deliver reliable