Vetcove is looking for a Technical Support Associate to serve as the front line of technical support for veterinary clinics and vendors using our platform. You will investigate, triage, and resolve user-facing issues, acting as a key partner to Engineering, Product, and Data teams to 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 for Engineering or Data teams.
Query and validate platform data to troubleshoot user-reported problems and flag data anomalies.
Communicate clearly and empathetically with users about known issues, fixes, timelines, and workarounds.
Collaborate cross-functionally with Product, Engineering, and Support to ensure timely resolution of complex issues.
Maintain and improve internal documentation, runbooks, and knowledge base articles.
Use tools like Intercom, Zendesk, and JIRA to manage the full lifecycle of support tickets.
Support key daily operational tasks, including product catalog validation, order reconciliation, and account reviews.
Liaise with external vendors and partners to synchronize data and troubleshoot integration issues.
Provide feedback to Product and Engineering on trends, pain points, and opportunities for improvement.
Help streamline and optimize support processes by identifying automation opportunities.

What We're Looking For

1+ year of experience in technical support, product operations, QA, or a similar role—ideally supporting SaaS or web platforms.
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.
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.

Nice to Have

Bachelor’s degree (STEM or technical majors preferred but not required).
Experience in veterinary, medical, or healthcare software environments.

Team & Environment

This is a highly collaborative role partnering with Engineering, Product, and Data teams.

Benefits & Compensation

Compensation: $50,000/year - $80,000/year + bonus. For Colorado: $55,000 - $75,000 + bonus. Equity included.
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