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 specialized technical troubleshooting and occasional frontline customer support. You'll get hands-on in the product, learning the ins and outs to operate as the go-to technical resource for both customers and internal teams. This position will handle day-to-day customer inquiries while taking ownership of complex technical issues that require deep expertise. You'll break down complex problems methodically until they're either resolved or thoroughly documented for our Product and Engineering teams to address.
Beyond resolving individual tickets, you'll 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 and feature requests.
When not actively resolving technical support tickets, you'll 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 Expert-Level Technical Support: Serve as the escalation point for complex technical issues from bookkeeping, accounting, and tax support teams, while providing occasional frontline customer support through email, phone, and other support channels
- 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 and Engineering teams with clear, actionable documentation
- Drive Issue Resolution: Work hands-on with technical teams to troubleshoot and resolve complex customer issues and product bugs
- Partner Cross-Functionally: Collaborate with Engineering, Product, and integration partners to resolve customer-impacting issues and drive product improvements
- Ensure Quality Standards: Serve as the technical authority for support escalations and act as the go-to technical resource for internal teams
- Build Knowledge Resources: Develop and maintain comprehensive internal and customer-facing technical documentation in partnership with Knowledge Management
You might be a fit if you possess:
- Communication Excellence: Outstanding written and verbal communication skills with the ability to explain complex technical concepts clearly to both technical and non-technical audiences
- Technical Support Background: Proven experience in technical support, ideally within a fast-paced 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 and Product teams to drive resolution
- QA Mindset: Demonstrated ability to ensure quality in escalated customer requests and bug reporting with attention to detail
- Web Application Expertise: Strong 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 financial/payment platforms
- Tool Proficiency: Familiarity with modern support platforms such as 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
Heard Seattle, Washington, USA Office
Seattle, Washington, United States, 98104
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