Senior Technical Support Manager

Welcome to Reeco, where we’re transforming the back-of-house tech for the hospitality industry. Think of it like this: 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 From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive.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. 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. 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 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. Why this role is different 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. 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.