SaaS Technical Support Specialist Tier II

MyHR Partner, Inc•Austin, TX

14d

About The Position

Are you energized by solving real customer problems? Are you excited to work with a high-trust, remote-first team committed to service, clarity, and innovation? Do you enjoy digging into APIs, integrations, and technical issues until things truly work? Do you take pride in clear communication, ownership, and follow-through? Are you excited about using AI to scale support, reduce repetitive work, and improve consistency? If so, Quik! is looking for a Technical Support Specialist II in Austin, TX to deliver high-quality, Tier II technical support for our App and API products. Role Overview & Key Interactions The Technical Support Specialist II is a customer-facing technical expert responsible for Tier II service and post-onboarding support across Quik!’s App and API offerings. This role partners closely with the Technical Account Manager during onboarding and becomes the primary technical service owner once customers are live. You will work directly with customers while collaborating closely with Product and Engineering to troubleshoot issues, validate bugs, and improve the overall support experience. Success in this role requires strong technical communication, excellent time management, and the ability to work independently across multiple customer issues — while thoughtfully leveraging AI to improve speed, quality, and consistency. Why Quik! Our Vision is to become the most compelling forms automation company by making paperwork the easiest part of every transaction. Twenty years ago, Quik! was founded on four core philosophies that guide how we serve customers, hire employees and build products. We enjoy what we do. We design intuitive solutions. We provide outstanding service. We do what we say we'll do. Our Mission is to streamline the customer experience with forms automation solutions. Get to know us by checking out our staff gallery: https://www.quickforms.com/our-company Time Allocation The estimated time allocation for this role is: 45% – Tier II technical support for current customers (App + API) 20% – API troubleshooting and validation using Postman 15% – Post-onboarding and implementation support after go-live 10% – Documentation, technical writing, and knowledge capture 10% – Tracking support metrics and identifying recurring customer themes

Requirements

A customer-first technical professional who takes ownership of issues end-to-end
Experienced in technical SaaS support or service roles
Strong in API troubleshooting; Postman experience required
Clear, professional communicator (written and verbal)
Highly organized and comfortable managing multiple priorities independently
Curious and motivated to use AI tools to improve how work gets done

Nice To Haves

Experience supporting APIs and integrations
Familiarity with Zendesk or similar ticketing systems
Experience supporting post-implementation or onboarding customers
FinTech or other regulated-industry experience a plus

Responsibilities

Respond to and resolve Tier II technical support requests
Troubleshoot API, integration, permissions, and data-mapping issues
Use Postman to validate API behavior and diagnose issues
Communicate technical findings clearly to customers and internal teams
Recreate customer issues before escalating to Engineering
Support customers following the handoff from the Technical Account Manager
Reinforce onboarding milestones and expectations
Ensure clean transitions from onboarding to steady-state service
Recreate and validate customer-reported issues
Write clear Jira tickets with reproduction steps and business impact
Test fixes prior to customer delivery
Provide feedback to Product on recurring pain points
Improve and maintain technical documentation and support articles
Document common issues, resolutions, and troubleshooting steps
Reduce reliance on tribal knowledge through clear, accessible documentation
Track and analyze support ticket trends and themes
Identify patterns impacting customer experience and service load
Share insights with Customer Success leadership to inform improvements
Use AI to assist with triage and diagnosis of incoming support inquiries
Leverage AI to accelerate troubleshooting, API analysis, and Postman collections
Use AI to draft and improve documentation and customer-facing responses
Explore AI-supported formats (e.g., guided answers, short videos) to improve self-service
Identify opportunities to automate repetitive support workflows
Partner with Engineering, Product, and TAMs to prototype AI-assisted support solutions