Senior Technical Support Lead (Complex Investigations)

Reeco

Miami (FL)

On-site

USD 90,000 - 130,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Reeco is seeking a Senior Technical Support Specialist to own complex investigations from escalation to resolution. You will diagnose, reproduce, and document root causes, assess customer impact, and craft clear guidance for Customer Care.

You will collaborate with Product and Engineering to align on known issues, releases, and improvements. Ideal candidates have 5+ years in technical support within a B2B SaaS setting, strong troubleshooting using tools like Jira and LogRocket, and excellent

Qualifications

5+ years in Technical Support or similar in a B2B SaaS company.
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 into clear guidance for customers and non-technical teams.
Strong organization and prioritization skills with the ability to manage multiple active investigations.
Customer-first mindset with proactive issue management in a fast-growing environment.

Responsibilities

Own complex technical investigations from escalation through confirmed resolution.
Reproduce issues and document clear reproduction steps, expected vs. actual behavior, and business impact.
Create and approve high-quality Jira tickets before they reach Engineering.
Translate technical findings and workarounds into customer-ready guidance for Customer Care.
Partner with Product and Engineering on active issues, known problems, release validation, and support communication.
Develop safe and practical workarounds for customers while permanent fixes are built.
Coach Customer Care on technical investigation, evidence gathering, and escalation quality.
Create and maintain knowledge articles, troubleshooting playbooks, and investigation checklists.