1. Gems
We completely support all types of gems, including gems with native bindings (which get compiled automatically for your app). Detailed documentation: http://docs.heroku.com/gems
2. Support
While we were were running our completely unsupported public beta, we tried hard to answer support requests, but our main focus was getting the technology developed. Now that we have launched commercially, we have a full support ticket system, fast response times, and are committed to making immediate support a priority.
3. Financial Solvency
It's true, we aren't Google. We are, however, backed by high quality investors with large investment funds, who are committed to Heroku's success. We have strong interest from many additional firms if we wanted to raise more capital, and we currently have a very healthy runway.
I'd love to talk with you directly to better understand your needs and get more detailed feedback, please feel free to email me at james at heroku dotcom.