Product Support Engineer

About the role

The Product Support Engineer is a remote position that responds to product inquiries via Freshdesk tickets, live chat sessions, and phone calls for our customers in the United States. Interpersonal skills, positivity, and technical product knowledge are critical to effectively addressing Pet Clinic/Hospital and mobile app user concerns. This role calls for someone who thrives in a fast-paced environment, autonomously troubleshoots problems, demonstrates initiative, and can multi-task at a high level. Reporting to the Product Support Manager, you can expect to address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions.

*This role supports our customers exclusively in the United States. Qualified candidates must be able to work night shifts.*

Apply if you're excited to:

Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction

Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues

Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixes

Become a subject matter expert on PetDesk products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction

Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards

About you:

2+ years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS, and Android mobile apps

Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions

Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously

Proven problem solver with creative ideas, and an ability to communicate complex issues in a concise manner

Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!

Experience with Freshdesk, Zendesk, Jira, Google Suite, Salesforce, and Slack is nice to have

Benefits & Perks (for Full-Time Employees)

Medical Support for Hospitalization and Outpatient Services

Comprehensive Savings & Pension plans through EPF/ETF

Gratuity Payments for 5+ Years of Service

Discretionary Economic Relief Incentive Bonus

9 days off every 5 weeks of work

Paid Annual Holidays

Paid Parental Leave

LKR 50,000 Annual Stipend for Learning and Development

Annual base salary

Pay Range

1,680,000 ₨—1,680,000 ₨ LKR

Petvisor is the parent company of a family of brands that includes PetDesk, Vetstoria, WhiskerCloud, and Groomer.io. Petvisor equips veterinary practices and pet services businesses with a suite of mobile-enabled tools, facilitating better communication, service, and client retention. The company’s innovative approach supports over 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents globally.

We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves at work. We encourage varied approaches and points of view to cultivate an inclusive workplace where difference is valued. Diversity fuels innovation and strengthens our bond with our customers and the communities we serve.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.