Technical Support Specialist

Summary

Join Heard as a Technical Support Specialist and become a master of our product, troubleshooting complex technical issues and transforming them into actionable steps for resolution or documentation. You will curate bug and feature request tickets, manage incidents, and translate customer feedback into meaningful reports. This role requires excellent communication skills and collaboration with engineering and product teams. You will also serve as a resource for other support teams, contributing to internal projects like documentation, macro improvements, and QA testing. The ideal candidate possesses strong technical support experience, particularly in a fast-paced SaaS environment, and a proven ability to troubleshoot and document complex issues.

Requirements

• Possess excellent written and verbal communication skills
• Have experience serving as quality assurance for escalated customer requests and bugs
• Demonstrate technical support experience, preferably in an early-stage SaaS B2B setting with a rapid pace of product development and emergent issues
• Be able to think on one’s feet, learn a complex product inside and out, and discover creative methods to resolve customer issues
• Demonstrate experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with Engineering & Product teams to ensure resolution
• Understand best practices for troubleshooting frontend and backend issues with web applications, and integrations leveraging API; e.g. REST, SOAP, GraphQL, etc
• Have experience supporting integrations with Plaid, Stripe, or other similar platforms

Responsibilities

• Directly respond to and engage qualified customer inquiries and requests escalated from frontline support teams, bookkeeping, accounting, and tax support through various support channels
• Provide live phone or video call support to customers that require urgent assistance
• Compare, analyze, and escalate bugs and feature requests to Product & Engineering teams
• Directly engage and collaborate with Engineering & Product teams and integration partners to quickly resolve issues or reported bugs impacting Heard customers
• Act as quality assurance for product support escalations and technical backbone & resource for Customer Support and Customer Enablement teams
• Develop, author, and maintain internal and customer-facing technical documentation in concert with the Knowledge Management team
• Directly engage and collaborate with Engineering & Product teams to quickly resolve customer issues or reported bugs