Technical Support Associate

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 dev tools, JSON responses, and general debugging techniques Excellent written and verbal communication skills; able to clearly explain technical concepts to both technical and non-technical audiences Empathy, patience, and composure under pressure when supporting users experiencing blockers or critical issues Ability to manage competing priorities and respond quickly in a dynamic, startup environment Team-first mindset with a willingness to learn new tools, systems, and workflows Bonus: Experience in veterinary, medical, or healthcare software environments

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; flag data anomalies and escalate appropriately Communicate clearly and empathetically with users—including veterinary clinics and vendors—about known issues, fixes, timelines, and workarounds Collaborate cross-functionally with Product, Engineering, and Support to ensure timely and accurate resolution of complex issues Maintain and improve internal documentation, runbooks, and knowledge base articles to standardize future resolution workflows Use tools like Intercom, Zendesk, and JIRA to manage the full lifecycle of support tickets from intake through resolution Support key 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 on trends, pain points, and opportunities for improving platform stability and usability Help streamline and optimize support processes by identifying automation opportunities and improving ticket triage and escalation flows