Location: Fully remote. Permanent location in the EU or Ukraine is required (we can only consider candidates legally based in the EU or Ukraine).
Join Söderberg & Partners Heartpace AB, a Swedish product company building reliable, high-quality software for the European market. We’re looking for a proactive, service-minded Technical Support Specialist who can deliver outstanding customer support, troubleshoot effectively, and help us improve the product and our support system through feedback, automation, and AI.
This is not a “copy-paste replies” role. We need someone who takes ownership, moves fast with integrity, and works in short cycles: resolve → learn → improve.
What we offer
Employment: fully remote.
Career growth: opportunities to grow into Support leadership, CSM, Product, or Delivery teams.
Modern tools: Intercom, Jira, Apple/Mac, Google Workspace, Microsoft 365, and more.
Professional development: training, courses, and certification support.
AI-first enablement: we actively automate workflows with AI — and we’ll compensate relevant AI subscriptions you need for your work.
Work-life balance: no overtime culture, supportive environment, and generous vacation policy.
Security matters: we are ISO 27001:2022 certified, meaning we take information security and operational discipline seriously.
What you’ll do
Provide daily support to new and existing users via Intercom (chat/email) and phone when needed.
Guide and train customers on how to use the Heartpace HR system and how HR processes work inside the product.
Troubleshoot issues end-to-end: reproduce, isolate, explain technical flows clearly, and guide users to the right outcome.
Collaborate closely with the technical team by escalating well-structured cases (clear steps, context, impact) and following through to resolution.
Partner with Product, Delivery, and CSM to ensure consistent customer handling and a high level of satisfaction.
Work in short cycles: resolve → measure → improve (macros, templates, FAQs, routing, internal playbooks).
Use AI tools to speed up routine work (drafting replies, summarizing tickets, creating help articles, classifying issues) while keeping accuracy, tone, and security intact.
Contribute to improving internal support processes and reducing recurring issues through better documentation and automation.
We value
High performance / results-first: measurable impact (faster resolution, fewer repeats, happier customers).
Entrepreneurial ownership: be the engine, not the passenger.
Data-driven decisions + systems thinking: spot patterns and fix root causes, not just symptoms.
Fast execution with integrity: speed and reliability.
Continuous improvement: skills, mindset, and outcomes.
You’ll thrive here if you…
Prefer short cycles: solve → learn → improve.
Can turn ambiguity into clear next steps for the customer and the team.
Care about outcomes over process theater.
Enjoy improving systems: better replies, better workflows, better docs, fewer recurring issues.
What we’re looking for
4+ years in a similar support/customer service role in tech or SaaS.
English: advanced level for customer communication and documentation.
Excellent communication skills: you can explain complex things simply and adapt to the customer’s level.
Strong technical comfort: Apple/Mac, Microsoft 365, Google Workspace, Intercom, Jira, and general understanding of how SaaS systems work.
Strong troubleshooting mindset: structured thinking, clear reproduction steps, and good prioritization.
AI usage experience: practical experience using AI tools to accelerate support workflows (we’ll support and compensate relevant subscriptions).
Meritorious
Experience working with HR systems.
Understanding of HR processes in companies.
Additional languages (especially for European customers).
Interview process (3 steps)
Screening interview with the Recruiter.
Technical interview with the Tech Lead + live task.
Final appro
