A Technical Support Specialist is expected to be able to take a complex technical issue and break it down into actionable troubleshooting steps which either result in the issue being resolved or in the issue being understood well enough to document for Product and Engineering to fix in cases where it is the result of a bug.

This role will also oversee the curation of bug and feature request tickets and manage problems and incidents from the Product Support perspective, so an attention to detail and clear communication skills are essential when helping to translate customer feedback or reports into meaningful, actionable bugs or feature request write-ups.

In addition to customer tickets, a Technical Support Specialist is expected to be a master of the product and to serve as a resource for fellow members of the Customer Support team and Heard team broadly who may have questions.

When not working tickets, Technical Support Specialists may be assigned project work including documentation to review or write, internal macros to overhaul or improve, bug or feature request tickets to audit, new features to QA/test, training to prepare for new feature releases, or other miscellaneous efforts that would benefit our customers and our other

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.

Qualifications

You possess excellent written and verbal communication skills
Experience serving as quality assurance for escalated customer requests and bugs
You’ve demonstrated technical support experience, preferably in an early-stage SaaS B2B setting with a rapid pace of product development and emergent issues
Ability to think on one’s feet, learn a complex product inside and out, and discover creative methods to resolve customer issues
Demonstrable 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
Experience supporting integrations with Plaid, Stripe, or other similar platforms