Product Support Engineer

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 EMEA/APAC. 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. 

• 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 Vetstoria 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

• 1+ 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

• Medical Support for Hospitalization and Outpatient Services
• Discretionary Economic Relief Incentive Bonus
• Flexible Time Off
• LKR 50,000 Annual Stipend for Learning and Development

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. The company offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, Petvisor supports over 10,000 veterinary clinics and over 400 grooming facilities and serves over 20 million pet parents worldwide.

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.