The Technical Support Specialist provides customer support and technical troubleshooting, manages the bug tracking pipeline, and collaborates with product teams to improve customer experiences.
Heard is looking for a detail-oriented Technical Support Specialist to serve as the technical backbone of our Customer Experience team.
The Technical Support Specialist, will bridge the gap between our customers and our product, providing both frontline customer support and specialized technical troubleshooting. This position will handle day-to-day customer inquiries while also taking ownership of complex technical issues that require deep expertise. They’ll take ownership of complex problems, breaking them down methodically until they're either resolved or thoroughly documented for our Product and Engineering teams to address.
Beyond resolving individual tickets, a Technical Support Specialist will curate and manage our bug tracking and feature request pipeline. Attention to detail and clear communication are essential as you transform customer feedback into meaningful, actionable bugs or feature requests.
When not actively resolving Technical Support tickets, this position will supplement frontline customer support and contribute to documentation development, internal process optimization, QA testing for new features, and training preparation—all focused on elevating the customer experience.
Location Note: Candidates in Pacific, Mountain, or Central US time zones are preferred.
What You'll Do
- Provide Frontline & Expert-Level Support: Handle direct customer inquiries through various support channels while responding to complex technical issues escalated from bookkeeping, accounting, and tax support teams
- Deliver Real-Time Assistance: Conduct live phone and video support sessions for customers requiring urgent help
- Manage Technical Pipeline: Analyze, prioritize, and escalate bugs and feature requests to Product & Engineering teams with clear, actionable documentation
- Partner Cross-Functionally: Collaborate directly with Engineering, Product teams, and integration partners to resolve customer-impacting issues
- Ensure Quality: Act as the quality assurance authority for technical escalations and serve as the go-to resource for Customer Support and Enablement teams
- Build Knowledge Assets: Develop and maintain comprehensive internal and customer-facing technical documentation in partnership with Knowledge Management
- Drive Resolution: Work hands-on with technical teams to troubleshoot and resolve complex customer issues and product bugs
You Might Be a Fit If
- Communication Excellence: Outstanding written and verbal communication skills with the ability to explain technical concepts clearly
- QA Mindset: Proven experience ensuring quality in escalated customer requests and bug reporting
- Technical Support Background: Demonstrated experience in technical support, ideally within a fast-paced early-stage B2B SaaS environment
- Problem-Solving Agility: Ability to think critically, master complex products quickly, and develop creative solutions to customer challenges
- Technical Troubleshooting: Experience documenting detailed replication steps for complex issues and collaborating with Engineering & Product teams toward resolution
- Web Application Expertise: Understanding of best practices for troubleshooting frontend/backend issues and API integrations (REST, SOAP, GraphQL, etc.)
- Integration Experience: Hands-on experience supporting third-party integrations such as Plaid, Stripe, or similar platforms
- Tool Proficiency: Familiarity with modern support platforms like Zendesk, Salesforce Service Cloud, or Help Scout
Compensation is variable and is subject to a candidate’s personal qualifications and expectations. Heard is an equal opportunity employer. We aim to build a workforce of individuals from different backgrounds, with different abilities, identities, and mindsets. Even if you do not meet all of the qualifications listed above, we encourage you to apply!
Heard participates in the U.S. Department of Homeland Security’s E-Verify program to confirm the employment eligibility of all newly hired employees. For more information please check out E-Verify
Top Skills
GraphQL
Help Scout
Rest
Salesforce Service Cloud
Soap
Zendesk
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