Technical Support Analyst – Tier 2

Rentvine

Technical Support Analyst managing escalation issues and collaborating with engineering for Rentvine's SaaS platform. Engaging internally for customer support and improving defect resolution processes.

Posted 5/27/2026full-timeEstero • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as the escalation point for complex, high-severity, and unresolved issues from Tier 1 — taking full ownership from intake through resolution.
Conduct deep-dive investigations into product behavior, data integrity issues, integration failures, and accounting edge cases.
Build, document, and manage defects in the appropriate tracking system with clear reproduction steps, impact assessment, and supporting evidence.
Own the lifecycle of defect-linked tickets — tracking status, communicating updates to customers and internal stakeholders, and driving closure.
Distinguish between user error, configuration issues, and true product defects with rigor and speed.
Act as the primary liaison between Support and Engineering — translating customer-reported issues into precise, developer-ready documentation.
Participate in defect triage and prioritization discussions, providing support-side context on customer impact, frequency, and urgency.
Maintain clear, consistent communication on defect status and timelines across both engineering and customer-facing teams.
Develop a working understanding of Rentvine's technical architecture, data models, and integration ecosystem to improve diagnostic accuracy over time.
Provide real-time support to Tier 1 through swarming on active tickets and live troubleshooting collaboration.
Conduct structured feedback loops on escalated cases — helping Tier 1 agents understand what could have been resolved at the first tier and how.
Identify recurring escalation patterns and build training content, playbooks, or escalation decision trees to reduce future escalation volume.
Lead outbound communication on complex, high-impact, or time-sensitive customer issues via phone or scheduled meetings.
Set and manage customer expectations around resolution timelines, workarounds, and defect status with professionalism and transparency.
Identify when issues require broader account attention and engage Account Management, Onboarding, or Customer Success teams appropriately.
Own and expand the internal knowledge base for Tier 2-level issues, integration behaviors, and complex accounting scenarios.
Contribute to customer-facing help content in partnership with the Product and Training teams.
Proactively identify workflow inefficiencies, tooling gaps, and product experience issues — and bring well-formed recommendations to leadership.

Requirements

What you’ll need

3–5 years of experience in technical support, SaaS support, or a related role with demonstrated advanced troubleshooting responsibility.
Proven track record of owning complex customer issues end-to-end, including managing defect lifecycles in collaboration with engineering teams.
Experience working directly with engineering or product teams in a liaison or escalation capacity.
Strong analytical and technical problem-solving skills — comfortable investigating logs, data outputs, integration failures, or workflow inconsistencies without a defined playbook.
Solid understanding of accounting principles, property management operations, or financial software workflows.
Experience with defect tracking tools (Jira, Linear, or similar) and CRM/ticketing platforms (HubSpot, Zendesk, or similar).
Excellent written and verbal communication skills, with the ability to operate clearly across technical and non-technical audiences.
High degree of ownership, organization, and follow-through on long-running, multi-stakeholder issues.

Benefits

Comp & perks

A high-visibility role with real influence over product quality, support effectiveness, and the customer experience.
Clear growth paths into Engineering, Product, Customer Success Leadership, or Support Management as the company scales.
Professional development support, including ongoing training, access to industry resources, and exposure to a modern, fast-moving tech stack.
A collaborative, intellectually curious culture that rewards initiative, ownership, and direct communication.
The momentum of a high-growth startup (#60 on the 2025 Inc. 5000) with a platform customers depend on every day.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

advanced troubleshootingdefect lifecycle managementdata integrity investigationintegration failure analysisanalytical problem-solvingaccounting principlesproperty management operationsfinancial software workflows

Soft Skills

communication skillsownershiporganizationfollow-throughcustomer expectation managementcollaborationtraining content development