Senior Technical Support Specialist

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

We are looking for a Senior Technical Support Specialist to join a growing B2B SaaS organization and take ownership of complex technical issues from initial escalation through resolution.

This is a hands‑on role for someone who enjoys troubleshooting, investigating system behavior, identifying root causes, and working closely with Engineering and Product to resolve issues effectively. The ideal candidate can take an unclear customer-reported problem and turn it into a structured technical investigation with clear findings and actionable next steps.

What You’ll Do

• Take ownership of complex technical issues and drive them through investigation, resolution, and follow‑up.
• Analyze reported problems to determine whether they are related to product functionality, configuration, user workflows, data, suppliers, or integrations.
• Reproduce issues and document expected vs. actual behavior, reproduction steps, affected users, and business impact.
• Investigate system behavior using internal tools, system records, historical tickets, session‑replay tools, and other technical resources.
• Review issue severity and prioritize investigations based on customer impact, operational risk, urgency, and available workarounds.
• Create detailed and actionable Jira tickets for Engineering, ensuring all relevant evidence and technical context is included.
• Work closely with Engineering and Product teams on bugs, known issues, releases, and customer‑impacting technical problems.
• Develop practical and safe workarounds that allow customers to continue operating while permanent solutions are being developed.
• Translate technical findings into clear, customer‑friendly guidance for Customer Care and other non‑technical teams.
• Validate fixes following releases and confirm that issues have been fully resolved before closing them.
• Support and coach Customer Care teams on troubleshooting, issue classification, evidence gathering, and escalation practices.
• Help develop troubleshooting guides, investigation checklists, known‑issue documentation, and technical support processes.
• Identify recurring issues and provide structured feedback that can improve the product and reduce repeat support cases.
• Contribute to building and scaling the organization’s Technical Support function, including processes, documentation, tools, and workflows.

What We’re Looking For

• 5+ years of experience in Technical Support, Product Support, Support Engineering, or a similar technical position within a B2B SaaS environment.
• Strong experience troubleshooting and investigating complex software issues rather than simply routing tickets.
• Ability to identify root causes and distinguish between symptoms, configuration issues, workflow problems, data inconsistencies, bugs, and integration‑related issues.
• Experience reproducing technical issues and creating detailed Jira tickets for Engineering.
• Working knowledge of web applications, APIs, integrations, permissions, system data, and data flows.
• Strong written and verbal communication skills, with the ability to explain technical findings to both technical and non‑technical audiences.
• Excellent organization and prioritization skills with the ability to manage multiple investigations simultaneously.
• Comfortable collaborating with Customer Care, Product, Engineering, and Operations.
• Customer‑focused mindset with strong ownership and follow‑through.
• Comfortable working in a fast‑growing environment where processes and best practices are still being developed.

Nice to Have

Experience with any of the following would be a plus:

• Hospitality or hotel technology
• Procurement, purchasing, or Procure‑to‑Pay (P2P)
• Accounts Payable, inventory, or supplier management platforms
• ERP or accounting system integrations
• Jira, Intercom, LogRocket, or similar tools
• REST APIs, webhooks, SFTP, authentication, or file‑based integrations
• AI‑assisted customer support or support automation
• Building or scaling a Technical Support function
• Knowledge management, troubleshooting playbooks, or structured support workflows

What Success Looks Like

The right person will be someone who takes ownership, investigates before making assumptions, communicates clearly, and stays with a problem until it is truly resolved. You should enjoy understanding how systems work, solving ambiguous technical problems, and helping create better processes as the Technical Support function grows.