Technical Support Associate

About Vetcove

Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team.

Location Type: Remote Employment Type: FullTime

About the Position

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