Senior Technical Support Engineer

About the role

The Senior Technical Support Engineer will act as the technical bridge between Reco’s R&D team and Customer Success Managers, improving operational efficiency and scaling customer success capabilities.

Key responsibilities

• Attend R&D meetings, stay updated on product developments, and serve as the technical liaison for engineering and customer‑facing teams.
• Coordinate escalation workflows, track and prioritize technical issues, and design standardized support processes.
• Create documentation templates, knowledge‑base materials, SLA frameworks, and reporting dashboards.
• Provide direct technical guidance to CSMs during complex customer issues and assist with onboarding and customer communications.

Required profile

• 6+ years of experience in technical support or operations, preferably in a start‑up environment.
• Experience working US business hours and collaborating across remote teams.
• Strong communication, organizational skills, and ability to translate technical concepts for non‑technical stakeholders.
• Customer‑service mindset focused on internal client success.

Required skills

• Familiarity with support tools and ticketing systems.
• Understanding of software development processes (coding not required).
• Ability to create documentation and process workflows.