Technical Support Associate

Vetcove is seeking a Technical Support Associate with strong technical aptitude and a passion for solving complex user-facing issues. In this role, you’ll investigate, triage, and resolve a wide range of issues—ranging from feature requests and software bugs to data anomalies and edge-case product behavior.

You’ll serve as the front line of support for veterinary clinics and vendors using the Vetcove platform, while also acting as a key partner to our Engineering, Product, and Data teams. This is a highly collaborative, analytical role where clear communication, curiosity, and precision are essential.

Ideal candidates are detail-oriented problem solvers who enjoy debugging systems, documenting root causes, and helping translate technical problems into actionable solutions.

What You'll Do

• 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

You Should Have

• 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