Senior Technical Support Specialist

About Us

Welcome to Reeco, where we’re transforming the back-of-house tech for the hospitality industry. While hotels focus on luxury and convenience, their operations are often stuck in the ‘90s—emailing suppliers, doing inventory with pen and paper—outdated, inefficient, and expensive.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 delivering amazing guest experiences while keeping everything running like clockwork.

Why Reeco

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.

About the Role

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. At Reeco, we’re looking for a Senior Technical Support Specialist to own that investigation. You’ll lead complex technical issues from escalation through resolution, serving as the technical bridge between Customer Care, Product, and Engineering.

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.

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 behavior, actual behavior, affected users or properties, and business impact.
• Use internal tools, Jira, LogRocket, system records, and historical tickets to understand system behavior and identify root causes.
• Assess issue severity and urgency based on customer impact, affected workflows, operational risk, and the availability of a workaround.
• Create and approve high-quality Jira tickets before they reach Engineering, ensuring context, evidence, reproduction steps, and impact are included.
• Develop safe and practical workarounds that allow customers to continue operating while permanent fixes are in progress.
• Translate technical findings and workarounds into clear, customer-ready guidance for Customer Care.
• Partner with Product and Engineering on active issues, known problems, release validation, and support communication.
• Verify fixes after release and ensure the issue is fully resolved before closure.
• Coach Customer Care on technical investigation, evidence gathering, issue classification, and escalation quality.
• Create and maintain known-issue documentation, troubleshooting playbooks, and investigation checklists across Reeco’s product modules.
• Identify recurring technical issues and share structured insights to improve the product, reduce repeat tickets, and strengthen Reeco’s AI-assisted support capabilities.
• Identify opportunities to improve Technical Support processes, tools, severity rules, documentation, and operational workflows as Reeco scales.

How We Work

• 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

• 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 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.
• 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.

Nice to Have

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

What Great Looks Like After 90 Days

• Independently manage complex technical investigations across Reeco’s core product modules.
• Consistently distinguish product bugs from configuration, workflow, data, supplier, and integration issues.
• Deliver clear and actionable Engineering tickets with strong reproduction steps, evidence, severity, and customer impact.
• Reduce clarification cycles and avoidable escalations between Customer Care and Engineering.
• Provide practical workarounds and clear support guidance while permanent fixes are in progress.
• Build trusted relationships with Customer Care, Product, Engineering, and operational teams.
• Maintain accurate known-issue documentation, troubleshooting playbooks, and investigation checklists.
• Improve the quality and consistency of technical escalations across the Support organization.
• Identify recurring technical patterns and turn them into product, process, documentation, or AI-support improvements.
• Implement improvements that make Reeco’s Technical Support process faster, more scalable, and more consistent.