SaaS Technical Support Tier 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 intos, 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 aTechnical Support Specialist IIin Austin, TX to deliver high-quality, Tier II technical support for our App and 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 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,, 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 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:

Time Allocation

The estimated time allocation for this role is:

• 45%– Tier II technical support for current customers (App +)
• 20%– troubleshooting and validation using
• 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, integration, permissions, and data-mapping issues
• Use to validate 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 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

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, analysis, and 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 support solutions

Who You Are

• A customer-first technical professional who takes ownership of issues end-to-end
• Experienced in technical support or service roles
• Strong in troubleshooting; experience required
• Clear, professional communicator…