SaaS Technical Support Specialist Tier II

Description

Technical Support Specialist II

• 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

What You’ll Do

Tier II Technical Support

• 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

Post-Onboarding & Implementation Support

• Support customers following the handoff from the Technical Account Manager
• Reinforce onboarding milestones and expectations
• Ensure clean transitions from onboarding to steady-state service

Issue Analysis & Engineering Collaboration

• 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

Documentation & Process Improvement

• Improve and maintain technical documentation and support articles
• Document common issues, resolutions, and troubleshooting steps
• Reduce reliance on tribal knowledge through clear, accessible documentation

Metrics & Insights

• 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

AI-Driven Scale & Automation

Quik! is an AI-first company, and this role is expected to actively leverage AI to scale technical support and reduce repetitive manual work.

• 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

Who You Are

• 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

Preferred Qualifications

• 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

Tough Role to Win — But Worth It

This role isn’t for everyone. To succeed, you’ll need to:

• Thrive in a fast-paced startup-type environment.
• Take ownership of customer issues and follow them through to resolution
• Be comfortable troubleshooting complex technical problems
• Communicate clearly with both technical and non-technical audiences
• Use AI thoughtfully to improve speed, quality, and consistency
• Care deeply about customer experience and service excellence

I’m interested. How do I get started?

Apply to: https://app.jobvite.com/j?cj=oE4mzfwn&s=myHRpartner

Is this the job for you? If not, feel free to share this link with someone who might be interested.

Our hiring management partner is myHR Partner. myHR Partner is not a staffing service or recruiter. All resumes will be reviewed for this position and only for our organization.

Thank you for considering us as a potential employer!

At Quik! we continually celebrate the diverse community built by people with different backgrounds and perspectives. As an equal opportunity employer, we stay true to that by ensuring that our place can be anyone’s place.