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 both frontline customer support and specialized technical troubleshooting. This position will handle day-to-day customer inquiries while also taking ownership of complex technical issues that require deep expertise. They’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, a Technical Support Specialist will 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.
When not actively resolving Technical Support tickets, this position will 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.