IT Support Specialist
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 approval interview with the CTO.
Why join us?
At Söderberg & Partners Heartpace AB, Support is not a cost center — it’s a product force. You’ll help customers succeed, influence how we improve the platform, and build scalable support systems through automation, feedback loops, and strong cross-team collaboration.
Ready to join?
Apply now and let’s build fast, reliable customer experiences together.