SaaS Technical Support Specialist Tier II - Remote

Overview

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.

In Short

• Deliver high-quality Tier II technical support.
• Partner with Technical Account Manager during onboarding.
• Work directly with customers to troubleshoot issues.
• Collaborate with Product and Engineering teams.
• Utilize AI to enhance support efficiency.
• Manage multiple customer issues independently.
• Document and improve technical support processes.
• Track and analyze support ticket trends.
• Engage in post-onboarding and implementation support.
• Communicate technical findings clearly to customers.

Requirements

• Experience in technical SaaS support or service roles.
• Strong skills in API troubleshooting; Postman experience required.
• Excellent written and verbal communication skills.
• Highly organized with the ability to manage multiple priorities.
• Motivated to utilize AI tools for work improvement.

Benefits

• Work with a high-trust, remote-first team.
• Opportunity to leverage AI in support processes.
• Engage in a dynamic startup environment.
• Contribute to improving customer experience.
• Collaborate with diverse teams across the organization.