[Remote] Technical Support Associate
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is an organization that provides an eCommerce and mobile platform for veterinary practices. They are seeking a Technical Support Associate to troubleshoot technical issues and collaborate with internal teams to enhance 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
Skills
- 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
- Experience in veterinary, medical, or healthcare software environments
Benefits
- 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
Company Overview