Senior Technical Support Manager

Senior Technical Support Manager

Welcome to Reeco, where we're transforming the back-of-house tech for the hospitality industry. While hotels are all about luxury and convenience, their operations are often stuck in the '90s. From emailing suppliers to doing inventory with pen and paper it's outdated, inefficient, and expensive. That's where we come in! With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters delivering amazing guest experiences while keeping everything running like clockwork.

At Reeco, we live by our core values - Heart: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. Join us and help build the future of hospitality tech.

At Reeco, we're looking for a Senior Technical Support Specialist to own that investigation. A successful technical resolution isn't simply about closing a ticket. It's about bringing together customer context, product knowledge, system data, logs, integrations, and clear communication into one investigation that gets to the root of the problem.

You'll be responsible for leading complex technical issues from escalation through resolution. You'll investigate system behavior, reproduce issues, identify root causes, assess customer impact, find practical workarounds, and ensure Engineering receives clear and actionable information when its involvement is required.

You'll serve as the technical bridge between Customer Care, Product, and Engineering, helping customers reach faster resolutions while making every technical escalation more accurate, complete, and useful.

This role sits at the center of Reeco's technical support process, partnering closely with Customer Care, Product, Engineering, Fulfillment, and other operational teams to deliver a support experience customers can trust.

We're not looking for someone who simply routes tickets to Engineering. We're looking for someone who thrives on solving complex problems, understanding how systems work, and turning unclear customer reports into structured technical findings.

You'll become the technical partner Customer Care relies on when an issue goes beyond standard troubleshooting, balancing deep investigation with practical customer outcomes.

You'll also help build Reeco's Technical Support function as we scale, improving investigation standards, escalation quality, technical documentation, and the feedback loop between Support, Product, and Engineering.

You'll be responsible for:

• Owning complex technical investigations from escalation through confirmed resolution.
• Validating whether reported behavior is a product bug, configuration issue, user workflow issue, data inconsistency, supplier issue, or integration issue.
• Reproducing technical issues and documenting clear reproduction steps, expected behavior, actual behavior, affected users or properties, and business impact.
• Using internal tools, Jira, LogRocket, system records, and historical tickets to understand system behavior and identify root causes.
• Assessing issue severity and urgency based on customer impact, affected workflows, operational risk, and the availability of a workaround.
• Creating and approving high-quality Jira tickets before they reach Engineering.
• Ensuring Engineering receives the context, evidence, reproduction steps, and impact required to take action.
• Developing safe and practical workarounds that allow customers to continue operating while permanent fixes are in progress.
• Translating technical findings and workarounds into clear, customer-ready guidance for Customer Care.
• Partnering with Product and Engineering on active issues, known problems, release validation, and support communication.
• Verifying fixes after release and ensuring the issue is fully resolved before closure.
• Coaching Customer Care on technical investigation, evidence gathering, issue classification, and escalation quality.
• Creating and maintaining known-issue documentation, troubleshooting playbooks, and investigation checklists across Reeco's product modules.
• Identifying recurring technical issues and sharing structured insights that help improve the product, reduce repeat tickets, and strengthen Reeco's AI-assisted support capabilities.
• Identifying opportunities to improve Technical Support processes, tools, severity rules, documentation, and operational workflows as Reeco continues to scale.

Our work philosophy:

• Customer outcomes over closed tickets.
• Strong investigation beats assumptions.
• Clear communication beats surprises.
• Ownership means driving problems to resolution.
• A practical workaround creates value while a permanent fix is being built.
• We move quickly without sacrificing accuracy.
• Every investigation teaches us how to solve the next issue better.

Requirements

What we're looking for:

• 5+ years of experience in Technical Support, Product Support, Support Engineering, or a similar technical role within a B2B SaaS company.
• Proven experience investigating complex software issues using tools like 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.
• A strong understanding of web applications, integrations, data flows, permissions, and common API concepts.
• 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.
• Comfort working closely with Customer Care, Product, Engineering, and operational teams.
• A customer-first mindset with a proactive approach to identifying issues, managing risk, and driving problems to resolution.
• Comfort operating in a fast-growing environment where processes are evolving and you'll help build the playbook.

Bonus if you've worked with:

• Hospitality technology
• Hotel operations
• Procure-to-Pay (P2P)
• Accounts Payable, purchasing, inventory, or supplier-management platforms
• Jira, Intercom, LogRocket, or similar platforms
• Building or scaling a Technical Support function
• AI-assisted support, support automation, or structured knowledge workflows
• ERP or accounting system integrations
• REST APIs, webhooks, SFTP, authentication, or file-based integrations

What great looks like after 90 days:

• Independently manages complex technical investigations across Reeco's core product modules.
• Consistently distinguishes product bugs from configuration, workflow, data, supplier, and integration issues.
• Delivers clear and actionable Engineering tickets with strong reproduction steps, evidence, severity, and customer impact.
• Reduces clarification cycles and avoidable escalations between Customer Care and Engineering.
• Provides practical workarounds and clear support guidance while permanent fixes are in progress.
• Builds trusted relationships with Customer Care, Product, Engineering, and operational teams.
• Maintains accurate known-issue documentation, troubleshooting playbooks, and investigation checklists.
• Improves the quality and consistency of technical escalations across the Support organization.
• Identifies recurring technical patterns and turns them into product, process, documentation, or AI-support improvements.
• Implements improvements that make Reeco's Technical Support process faster, more scalable, and more consistent.