[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