Senior Technical Support Specialist — Complex Issues Leader

Associated Builders and Contractors (ABC); Miami, Northern (FL, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Reeco seeks a Senior Technical Support Specialist to own investigations from escalation to resolution, acting as the technical bridge between Customer Care, Product, and Engineering.

You will reproduce issues, document steps, assess impact, and craft customer-ready guidance while creating actionable Jira tickets for Engineering. This role helps scale the Technical Support function with improved playbooks and knowledge docs.

Qualifications

• 5+ years in Technical Support or similar in a B2B SaaS environment.
• Experience investigating complex software issues using Claude, session-replay tools, browser dev 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.

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 with context and evidence for Engineering.
• Translate technical findings and workarounds into clear customer-ready guidance for Customer Care.
• Partner with Product and Engineering on known issues, release validation, and support communications.
• Verify fixes after release and ensure the issue is fully resolved.

Skills

Technical troubleshooting

Root-cause analysis

Cross-functional collaboration

Written communication

Verbal communication

Tools

Jira

LogRocket

Intercom

APIs

Job description

Reeco seeks a Senior Technical Support Specialist to own investigations from escalation to resolution, acting as the technical bridge between Customer Care, Product, and Engineering.

You will reproduce issues, document steps, assess impact, and craft customer-ready guidance while creating actionable Jira tickets for Engineering. This role helps scale the Technical Support function with improved playbooks and knowledge docs.