Technical Support Associate

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year.

We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care.

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

• Bonus: Experience in veterinary, medical, or healthcare software environments

Benefits (Full Time Roles)

• 100% remote within the USA

• Medical, Dental, and Vision Insurance

• Automatic 401k contribution

• Employee referral program

• At home office set up

• Bi-annual company retreats

• Open vacation policy

• Equity

• Monthly team events

The typical base pay range for this role across the U.S. is: $50,000/year - $80