myHR Partner, Inc. · 14 hours ago
SaaS Technical Support Tier II
Austin, Texas Metropolitan Area
Full-time
Hybrid
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. The role involves troubleshooting customer issues, collaborating with Product and Engineering teams, and leveraging AI to enhance support efficiency.
ConsultingHuman ResourcesStaffing Agency
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
myHR Partner, Inc.
We’ve never fit into any conventional HR services category. So we’ve always created our own. Over 20 years later, we’re still breaking new ground.
Founded in 2002
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Tina I. Hamilton
CEO & Founder
Recent News
The Morning Call
2025-12-15
2025-11-05
2025-08-13
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