Product Support Engineer – US Night Shift

About the role

We are looking for a remote Product Support Engineer to serve our United States customers during night shifts. The role involves handling product inquiries via Zendesk tickets, live chat, and phone, providing technical assistance for our Pet Clinic/Hospital and mobile app solutions.

Key responsibilities

• Manage the full ticket lifecycle for ~50 inbound inquiries daily, investigating, resolving and communicating solutions.
• Respond to live‑chat sessions and phone calls, prioritising multiple channels simultaneously.
• Utilise Zendesk (and optionally Freshdesk) to log, track and manage support queues.
• Advocate for customers by escalating bugs, suggesting product improvements and ensuring timely fixes.
• Develop expertise on PetDesk products and the pet‑care industry to deliver best‑in‑class support.
• Collaborate with teammates to share knowledge, maintain quality standards and cover multiple products as needed.

Required profile

• 2+ years of experience in technical or customer support for SaaS applications.
• Hands‑on troubleshooting of iOS and Android mobile apps.
• Strong communication, empathy and the ability to turn dissatisfied users into satisfied customers.
• Excellent prioritisation skills and comfort working in a fast‑paced, autonomous environment.

Required skills

• Zendesk (or Freshdesk) ticketing systems.
• Jira for issue tracking.
• Google Suite for documentation and collaboration.
• Salesforce for CRM activities.
• Slack for internal communication.
• Knowledge of SaaS platforms, iOS and Android ecosystems.

What we offer

• Remote work with a flexible schedule covering US night shifts.
• Opportunity to become a subject‑matter expert in the pet‑care technology space.
• Collaborative team environment focused on continuous improvement.