Söderberg & Partners Heartpace HR

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)

1. Screening interview with the Recruiter.
2. Technical interview with the Tech Lead + live task.
3. 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.

Eligibility: 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 QA Engineer (Manual + Automation) who moves fast, takes ownership, and raises the quality bar through smart testing and scalable automation in Playwright (TypeScript).

We’re not looking for someone to “run checklists.” We’re looking for someone who can build confidence in releases, ship quickly with integrity, and accelerate QA and workflows using AI.

What we offer

• Flexibility: fully remote.
• Career growth: clear development paths, mentorship, leadership opportunities.
• Modern tools & processes: Playwright (TypeScript), Postman, TestRail, Jira, Confluence.
• Professional development: certifications, conferences, Udemy access.
• AI-first enablement: we actively automate workflows with AI — and we’ll compensate relevant AI subscriptions you need for your work.
• Relocation support: visa sponsorship and relocation assistance for international candidates.
• Work-life balance: no overtime culture and generous vacation policies.
• Security matters: ISO 27001:2022 certified — strong information security and operational discipline.

What you’ll do

• Own QA for web-based applications: from requirements to release confidence.
• Create and maintain test plans, checklists, and test cases in TestRail.
• Perform manual testing (exploratory, regression, acceptance) with a strong risk-based mindset.
• Build, extend, and maintain test automation in Playwright + TypeScript (from scratch where needed), including:
  • stable test architecture (Page Object / fixtures / reusable utilities)
  • meaningful reporting (Allure/HTML or similar)
  • CI-friendly execution (parallel runs, artifacts, retries)
  • reliable, maintainable suites with minimal flakiness
• Conduct API testing using Postman (and support API test automation where applicable).
• Report, track, and verify defects in Jira with clear repro steps and severity/priority.
• Collaborate closely with developers, product managers, and designers to clarify requirements and ensure test coverage.
• Improve QA processes across the SDLC: faster feedback loops, fewer flaky tests, better release confidence.
• Use AI tools to accelerate test design and reduce repetitive work (while keeping quality and security intact).

We value

• High performance / results-first: measurable impact over activity.
• Entrepreneurial ownership: be the engine, not the passenger.
• Systems thinking + data-driven decisions: rigor, scalability, continuous learning.
• Fast execution with integrity: speed and reliability.
• Continuous improvement: skills, mindset, outcomes.

You’ll thrive here if you…

• Prefer short cycles: ship → measure → iterate.
• Can turn ambiguity into execution (and help others do the same).
• Care about outcomes over process theater.
• Enjoy improving systems, not just following them.

What we’re looking for

Must-have:

• 5+ years in manual + automation QA for web applications.
• Strong hands-on automation experience with Playwright in TypeScript (required).
• Experience building maintainable automation suites: structure, CI, reporting, stability.
• Confident with Postman, TestRail, Jira, Confluence.
• Solid understanding of SDLC, Agile/Scrum, and quality practices in modern product teams.
• Understanding of client-server architecture.
• Web fundamentals: HTML, CSS, HTTP, Ajax, JSON.
• Strong analytical skills, attention to detail, and clear communication.
• English: Upper-Intermediate+.

Nice-to-have:

• Swedish (conversational/professional or native).
• Ukrainian/Russian (helps with part of the team).
• Practical AI usage for QA/workflow automation (we support and compensate relevant subscriptions).

Interview process (3 steps)

1. Screening interview with the Recruiter
2. Technical interview with the Tech Lead + live task (Playwright + TypeScript)
3. Final approval interview with the CTO

Why join us?

At Söderberg & Partners Heartpace AB, quality isn’t a gate at the end — it’s a system we build. You’ll have real ownership, autonomy, and support, plus the opportunity to improve how we ship through Playwright + TypeScript automation, AI, and strong engineering collaboration.

Ready to join?

Apply now and let’s build fast, reliable products together.