Technical Support Associate

About the Opportunity:

The organization provides an eCommerce and mobile platform for veterinary practices to compare and purchase supplies from multiple vendors in one place. The goal is to help veterinary organizations save time on procurement, allowing more focus on animal care. This role supports users of the platform by troubleshooting technical issues and collaborating with internal teams to improve the user experience.

Responsibilities:

• Investigate and respond to technical support requests, diagnosing issues related to bugs, data discrepancies, API behavior, or platform edge cases

• Reproduce, document, and escalate confirmed software bugs with clear technical context, steps to reproduce, and logs for Engineering or Data teams

• Query and validate platform data to troubleshoot user-reported problems and escalate data anomalies

• Communicate with users about known issues, fixes, timelines, and workarounds

• Collaborate with Product, Engineering, and Support teams to resolve complex issues

• Maintain and improve internal documentation, runbooks, and knowledge base articles

• Use tools such as Intercom, Zendesk, and JIRA to manage support tickets

• Support daily operational tasks, including product catalog validation, order reconciliation, account reviews, and credit approval processes

• Liaise with external vendors and partners to synchronize product or transactional data and troubleshoot integration issues

• Provide feedback to Product and Engineering teams on trends and platform improvement opportunities

• Identify automation opportunities and enhance ticket triage and escalation flows

Requirements:

• 1+ year of experience in technical support, product operations, QA, or a similar role, ideally supporting SaaS or web platforms

• Bachelor’s degree (STEM or technical majors preferred but not required)

• Strong troubleshooting, analytical, and root-cause analysis skills

• Familiarity with APIs, browser development tools, JSON responses, and general debugging techniques

• Excellent written and verbal communication skills, able to explain technical concepts to varied audiences

• Empathy, patience, and composure under pressure

• Ability to manage competing priorities and respond quickly in a dynamic environment

• Team-oriented with a willingness to learn new tools and workflows

• Bonus: Experience in veterinary, medical, or healthcare software environments

Compensation:

• The typical base pay range for this role across the U.S. is: $50,000/year to $80,000/year plus bonus, equity, and benefits.

• For Colorado, the salary range is: $55,000 to $75,000 plus bonus, equity, and benefits.

• This salary range is a good faith estimate and may vary based on skills, qualifications, and experience. The range reflects base hourly rate or annual compensation and does not include bonus, equity, or other incentives.

Benefits & Perks:

• 100% remote within the USA

• Medical, Dental, and Vision Insurance

• Automatic 401k contribution

• Employee referral program

• Home office set up

• Bi-annual company retreats

• Open vacation policy

• Equity

• Monthly team events

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.