[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 to streamline procurement processes. The Technical Support Associate role involves troubleshooting technical issues, collaborating with internal teams, and enhancing user experience on the platform.
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