As a Technical Support Specialist, you'll provide expert-level customer support, manage technical issues and documentation, ensuring quality and collaboration with engineering teams.
Are you a customer support enthusiast who thrives on solving complex technical puzzles? Heard is seeking a detail-oriented Technical Support Specialist to serve as the technical backbone of our Customer Experience team.
As a Technical Support Specialist, you'll bridge the gap between our customers and our product, providing both frontline customer support and specialized technical troubleshooting. You'll handle day-to-day customer inquiries while also taking ownership of complex technical issues that require deep expertise. You'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, 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 or feature requests. Your mastery of our product will make you an invaluable resource not just to customers, but to teammates across the organization.
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.
What You'll Own
- 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
Preferred Qualifications
- Experience in accounting, financial services, or healthcare technology environments.
- Ability to write database queries for data retrieval and analysis from relational databases
- GitHub experience
- Located in Pacific, Mountain, or Central time zones
What We're Offering
- A collaborative, fast-moving culture that values clarity, trust, and autonomy.
- Competitive compensation, equity, and benefits.
Why This Role Matters
- At Heard, you'll be more than a troubleshooter—you'll be a trusted advisor, a product expert, and a voice for our customers within our organization. Your work will directly impact therapists' ability to manage their practices effectively, allowing them to focus on what they do best: helping their clients.
Top Skills
GraphQL
Help Scout
Rest
Salesforce Service Cloud
Soap
Zendesk
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