Lehigh County Authority · 16 hours ago
SaaS Technical Support Specialist Tier II
Austin, Texas
Full-time
Onsite
Mid LevelmyHR Partner, Inc. is looking for a Technical Support Specialist II to deliver high-quality, Tier II technical support for their App and API products. This role involves troubleshooting technical issues, collaborating with customers and internal teams, and leveraging AI to enhance the support experience.
GovernmentSustainabilityWaste ManagementWater Purification
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
Qualification
Required
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
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
Company
Lehigh County Authority
Lehigh County Authority is a government organization that offers water supply, wastewater utilities, hauler, sewer, and customer services.
Founded in 1966
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Liesel Gross
Chief Executive Officer
Company data provided by crunchbase