Technical Support Specialist, APIs & Integrations

Description

About AccuLynx

AccuLynx is a SaaS application with iOS and Android apps serving exterior construction businesses. We are the category-leading software platform in this $60 billion industry, helping contractors manage nearly every part of their business.

AccuLynx helps contractors manage their sales pipeline, estimating, photos and documents, production, material ordering, payments, reporting, and other critical workflows. We also provide APIs and integrations that allow customers and technology partners to connect AccuLynx with the other systems they use to run their businesses.

At AccuLynx, our employees are empowered to solve problems, make smart decisions, and help shape how our products evolve. Our culture is collaborative, practical, and focused on using technology to make complicated work easier for our customers.

Some of our benefits:

We believe that culture is one of the essential ingredients for success. Learning, collaboration, innovation, and personal growth are an important part of how we work.

• Attractive compensation
• Paid time off and flexible work hours
• Competitive health insurance, including medical, dental, and vision
• 401(k) with matching and safe harbor contributions

About The Position

We are looking for a Technical Support Specialist, APIs & Integrations, to help customers and partners successfully connect other software products with AccuLynx.

This is a customer-facing technical support role for someone who enjoys figuring out how systems work, troubleshooting issues, and helping customers implement technical solutions.

A significant part of the role will involve answering questions about AccuLynx APIs and helping customers troubleshoot integrations built using our APIs, Zapier, and other third-party software. That could mean helping someone understand how to authenticate with an API, determining why data is not flowing correctly between two systems, reviewing an API request or response, troubleshooting a Zapier workflow, or determining whether an issue exists in AccuLynx, the customer's implementation, or another system.

This person does not need to be a software engineer, but they do need to be technically curious and comfortable understanding how software systems communicate with one another. They should be able to look beyond the immediate support question, investigate what is actually happening, and explain the solution clearly to a customer.

This role will work closely with Product, Engineering, Customer Support, and our customers and integration partners. It will report to a Senior Product Manager responsible for APIs and integrations.

Responsibilities

• Serve as a technical support resource for customers and partners using AccuLynx APIs and integrations.
• Answer customer questions about API capabilities, endpoints, authentication, data, expected behavior, and implementation.
• Help customers troubleshoot integrations between AccuLynx and third-party software.
• Support customers in building and troubleshooting workflows using Zapier and similar integration tools.
• Investigate API requests and responses to identify where integration problems occur.
• Help customers understand how to use AccuLynx data and workflows when designing an integration.
• Reproduce technical issues and document the steps, inputs, outputs, and expected behavior needed for Product or Engineering to investigate further.
• Distinguish between product defects, API limitations, configuration issues, implementation problems, and issues originating in third-party systems.
• Communicate technical concepts and troubleshooting steps clearly to customers with different levels of technical experience.
• Work with Product Managers and Engineering when an issue requires deeper technical investigation.
• Identify recurring API and integration questions and help improve documentation, troubleshooting guides, examples, and other self-service resources.
• Track common integration problems and surface patterns that could lead to improvements in our APIs, documentation, or product experience.
• Develop a strong understanding of the AccuLynx product, data model, APIs, and integration ecosystem.
• Provide professional, responsive, customer-facing support throughout the troubleshooting process.

Skills & Qualifications

• 2-4 years of experience in technical support, SaaS support, implementation, integrations, solutions engineering, or a related technical role.
• General understanding of how web applications and software systems communicate with one another.
• Working knowledge of REST APIs and concepts such as endpoints, requests, responses, authentication, HTTP methods, and status codes.
• Comfortable reading and understanding JSON and basic API documentation.
• Strong troubleshooting skills and an interest in figuring out why something is not working.
• Ability to understand a customer's desired workflow and translate it into technical requirements.
• Strong written and verbal communication skills.
• Ability to explain technical concepts in straightforward language.
• Comfortable working directly with customers and external technology partners.
• Organized and able to manage multiple technical questions and investigations at the same time.
• Curious, resourceful, and willing to learn unfamiliar technologies.

Bonus points if you have...

• Experience working with Zapier or another low-code/no-code integration platform.
• Experience with tools such as Postman for testing APIs.
• Experience troubleshooting REST APIs.
• Basic knowledge of webhooks, OAuth, API keys, and other common integration concepts.
• Experience supporting SaaS products or B2B software.
• Basic SQL or data querying experience.
• Experience working with CRM, ERP, accounting, payments, or construction software.
• Experience writing technical documentation or customer-facing implementation guides.

Not sure if you qualify?

Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse work experiences and backgrounds. Whether you’re returning to work, transitioning into a new role, or growing into enterprise-facing leadership, we are excited to connect with you