Offer summary

Qualifications:

1+ years of experience in technical support or client services role, especially with SaaS applications., Strong communication and interpersonal skills, demonstrating empathy in customer interactions., Ability to manage multiple inquiries simultaneously, including phone calls, live chats, and support tickets., Familiarity with support tools like Freshdesk, Zendesk, and Jira is a plus..

Key responsibilities:

Respond to product inquiries via Freshdesk tickets, live chat, and phone calls for APAC customers.

Investigate and resolve technical issues while ensuring customer satisfaction throughout the ticket lifecycle.

Act as an advocate for customers by influencing product changes and ensuring bug fixes are addressed.

Support colleagues in resolving queries and building knowledge to meet quality standards.

Job description

The Product Support Engineer is a remote position that responds to product inquiries via Freshdesk tickets, live chat sessions, and phone calls for our customers in APAC. Interpersonal skills, positivity, and technical product knowledge are critical to effectively addressing Pet Clinic/Hospital and mobile app user concerns. This role calls for someone who thrives in a fast-paced environment, autonomously troubleshoots problems, demonstrates initiative, and can multi-task at a high level. Reporting to the Product Support Manager, you can expect to address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions.

Apply if you're excited to:

Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction

Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues

Be our customers’biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixes

Become a subject matter expert on Vetstoria products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction

Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards

About you:

1+ years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS and Android mobile apps

Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions

Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously

Proven problem solver with creative ideas and an ability to communicate complex issues in a concise manner

Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!

Experience with Freshdesk, Zendesk, Jira, Google Suite, Salesforce, and Slack is nice to have

Benefits & Perks (for Full-Time employees)

Medical Support for Hospitalization and Outpatient Services

Discretionary Economic Relief Incentive Bonus

Flexible Time Off

LKR 50,000 Annual Stipend for Learning and Development

Petvisor is a global leader in veterinary client engagement solutions, operating through two primary divisions: PetDesk in North America and Vetstoria across EMEA and APAC. Together, we simplify clinic operations, strengthen client relationships, and help veterinary teams reclaim their time. Our solutions transform busy veterinary and pet service practices by automating administrative work, reducing staff burnout, and delivering the modern digital experience pet parents expect.

Through our connected ecosystem of tools—including client communications, online booking, smart clinic phone systems, marketing services, and AI-powered SOAP note transcription—we support more than 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents worldwide. With Petvisor, practices grow more efficiently, provide exceptional care, and build lasting client loyalty—all without adding more hours to the day.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

Required profile