SaaS Technical Support Specialist Tier II

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?

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.

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.

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:

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

• 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

• 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

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

• A customer-first…