Technical Support Analyst (Tier 2)
Remote · Estero, Florida, United States or Florida, United States
Job Summary
Technical Support Analyst (Tier 2) is a senior individual contributor who owns the most complex, high-impact issues at Rentvine, serving as the bridge between Support, Engineering, and Product. Responsibilities include escalation ownership from Tier 1, deep-dive product investigations, defect lifecycle management, and documentation of repro steps. You’ll collaborate with Engineering to translate customer-reported issues, participate in triage, enable Tier 1 through training and swarming, and contribute to internal knowledge bases and customer-facing help content. Requires strong SaaS support experience, an understanding of accounting workflows, and excellent cross-functional communication across engineering, customer success, and leadership. The role supports hybrid work arrangements (onsite in Estero, FL or remote in Florida) with core schedule Monday–Friday 9:00 AM–5:00 PM ET and periodic weekend/extended coverage; salary is commensurate with experience and eligible benefits are included.
Required Qualifications
- 3–5 years of experience in technical support, SaaS support, or a related role with demonstrated advanced troubleshooting responsibility
- Experience working directly with engineering or product teams in a liaison or escalation capacity
- Experience with defect tracking tools (Jira, Linear, or similar) and CRM/ticketing platforms (HubSpot, Zendesk, or similar)
- Solid understanding of accounting principles, property management operations, or financial software workflows
- Bachelor's degree or equivalent experience in Accounting, Finance, Computer Science, Information Technology, Property Management, or a related field (Even Better If)
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