Senior Technical Support Manager
Core
Leading complex technical investigations for B2B SaaS products, acting as the bridge between Customer Care, Product, and Engineering to resolve system issues and improve support processes.
Role type
Senior Technical Support Manager (Hands-on IC)
Builds
Technical support function, investigation standards, and feedback loops for product improvement
Domain
B2B SaaS, Hospitality Technology (via careerplan.io/jobs/0A-00D-DD-07C-senior-technical-support-manager-at-reeco)
Required skills
Complex technical troubleshooting, root cause analysis, issue reproduction, Jira ticket creation, API concepts, web application understanding, stakeholder management, process improvement
Preferred skills
Hospitality technology, Procure-to-Pay (P2P), ERP integrations, AI-assisted support, building support functions
Technologies
Jira, LogRocket, Intercom, REST APIs, webhooks, SFTP, browser developer tools, session-replay tools
Responsibilities
Own complex technical investigations from escalation to resolution; Validate issue types (bugs, config, data, integrations); Reproduce issues and document clear steps; Create high-quality Jira tickets for Engineering; Develop practical workarounds; Coach Customer Care on technical investigation; Maintain documentation and playbooks; Identify recurring issues to improve product.
Seniority
Senior, hands-on IC
