Technical Support Associate, Vetcove

$50-80k

+ Equity + Bonus, There is a different range applicable to specific work locations. For Colorado, the salary range is: $55,000 - $75,000

Zendesk

Intercom

JIRA

JSON

Junior and Mid level

Remote from US

More information about location

Single-source veterinary hospital supply shop

Posted today

Single-source veterinary hospital supply shop

101-200 employees

B2BMarketplacePetsSupply ChaineCommerceProcurement

Posted today

$50-80k

+ Equity + Bonus, There is a different range applicable to specific work locations. For Colorado, the salary range is: $55,000 - $75,000

Zendesk

Intercom

JIRA

JSON

Junior and Mid level

Remote from US

More information about location

101-200 employees

B2BMarketplacePetsSupply ChaineCommerceProcurement

Company mission

To provide a fair and ethical marketplace for veterinary purchasing.

Job

Company

Role

Who you are

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

What the job involves

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
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

Our take

Purchasing inventory for veterinary hospitals can be time-consuming and expensive, as finding the best prices requires a lengthy process of researching suppliers and comparing their prices. Whilst some comparison tools do exist for veterinary organizations, existing solutions do not take into account custom negotiations, GPOs, or corporating pricing schemes, limiting the thoroughness of comparisons.

Vetcove provides an online marketplace for veterinary hospital inventory procurement, allowing clinics to reduce ordering times and costs through its free service. The company achieves this by allowing users to link their existing vendor accounts and list their custom pricing arrangements, helping inform a more accurate comparison ecosystem and boost supplier sales, whilst resolving supply chain limitations.

Whilst veterinary organizations already have access to the suppliers provided on Vetcove’s marketplace, the company stands out by integrating custom pricing arrangements into the comparison ecosystem, helping to provide a more holistic and accurate overview of supply chain inventories and costs. Whilst the marketplace is free for veterinary clinics and organizations, the company charges suppliers to be listed.

Kirsty

Company Specialist at Welcome to the Jungle

Company

Funding (2 rounds)

Dec 2021

$50m

SERIES A

Aug 2016

$3m

SEED

Total funding: $53m

Company benefits

Open Vacation Policy
Stock Options & Benefits
Medical, Dental, and Vision Insurance
401K Matching
We're a fully remote team!

Company HQ

Brickell, Miami, FL

Leadership

Alexander Kates

(Co-Founder & CEO)

Experience as Co-founder and Group Manager of Jersey Angels, LLC from 2009 to 2012. Co-founder and Managing Director of GRX from 2012 to 2015.

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