Technical Support Specialist - Remote

Overview

Heard is looking for a detail-oriented Technical Support Specialist to serve as the technical backbone of our Customer Experience team, bridging the gap between our customers and our product.

In Short

• Provide expert-level technical support for complex issues.
• Deliver real-time assistance through live support sessions.
• Manage technical pipeline for bugs and feature requests.
• Drive issue resolution with technical teams.
• Partner cross-functionally with Engineering and Product teams.
• Ensure quality standards in support escalations.
• Build and maintain technical documentation.

Requirements

• Outstanding written and verbal communication skills.
• Proven experience in technical support in a B2B SaaS environment.
• Ability to think critically and master complex products.
• Experience documenting detailed replication steps for issues.
• Demonstrated quality assurance mindset.
• Strong understanding of web application troubleshooting.
• Hands-on experience with third-party integrations.
• Familiarity with support platforms like Zendesk or Salesforce.

Benefits

• Opportunity to work in a dynamic and fast-paced environment.
• Engagement with cross-functional teams for product improvement.
• Development of skills in technical support and customer experience.
• Possibility to influence product features based on customer feedback.