Product Support Engineer – US Shift

Petvisor

Product Support Engineer providing support via Zendesk, live chat, and phone for US customers. Handling technical inquiries and working night shifts while ensuring customer satisfaction.

Posted 4/27/2026full-timeColombo • 🇱🇰 Sri LankaJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AndroidiOS

About the role

Key responsibilities & impact

Respond to product inquiries via Zendesk tickets, live chat sessions, and phone calls for customers in the United States.
Address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions.
Collaborate with the Product Support Manager to demonstrate initiative and multi-tasking in a fast-paced environment.
Handle full ticket lifecycle, communicate action items and resolution to end-users in simple terms, and ensure customer satisfaction.
Become a subject matter expert on PetDesk products and the pet care industry 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.
Required to work night shifts, including one weekend shift every 7 weeks.

Requirements

What you’ll need

2+ 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

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Petvisor Website LinkedIn All Job Openings 51 - 200 employees ⚕️ Healthcare Insurance ☁️ SaaS 🧘 Wellness Healthcare Insurance
SaaS
Wellness Petvisor is a company that specializes in providing mobile-enabled technologies to pet care professionals, helping them deliver better services to pets and their families. As a parent company to several tech companies within the veterinary health and pet services sectors, Petvisor offers tools to engage customers, streamline operations, and promote business growth. With a mission to bring together founder-led companies focused on improving the lives of pets, pet parents, and veterinarians, Petvisor aims to create a comprehensive pet health and wellness platform. Their technologies support various veterinary clinics and grooming facilities, reaching millions of pet parents. Product Support Engineer – US Shift 🔥 50 minutes ago 🏢🏡 Colombo – Hybrid ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer 🚫👨‍🎓 No degree required Android iOS Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Respond to product inquiries via Zendesk tickets, live chat sessions, and phone calls for customers in the United States.
Address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions.
Collaborate with the Product Support Manager to demonstrate initiative and multi-tasking in a fast-paced environment.
Handle full ticket lifecycle, communicate action items and resolution to end-users in simple terms, and ensure customer satisfaction.
Become a subject matter expert on PetDesk products and the pet care industry 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.
Required to work night shifts, including one weekend shift every 7 weeks. 🎯 Requirements
2+ 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 Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingSaaS applicationsiOSAndroid mobile apps

Soft Skills

communication skillsinterpersonal skillsempathyprioritization skillsproblem solvingrelationship building