Product Support Engineer (Remote – EMEA/APAC)
đź“Ť Location: Remote (EMEA/APAC Time Zones)
🏢 Company: Vetstoria (a division of Petvisor)
đź•’ Schedule: Full-time | Remote Support
About Us
Vetstoria, part of the Petvisor ecosystem, is a leading provider of digital engagement solutions for veterinary clinics and pet care providers across the globe. With a presence in EMEA and APAC, we support thousands of clinics by offering tools that enhance communication, streamline workflows, and elevate the overall pet care experience. Our parent company, Petvisor, supports over 10,000 clinics and more than 20 million pet parents worldwide through innovative platforms such as PetDesk and Vetstoria.
Role Overview
We’re looking for a highly motivated Product Support Engineer to join our remote support team. You’ll be the first line of contact for customers, providing technical troubleshooting and guidance through Freshdesk tickets, live chats, and phone calls. This role is crucial in ensuring smooth day-to-day use of our web and mobile products by veterinary hospitals, clinics, and their clients. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and has a natural knack for empathetic communication.
Key Responsibilities
- Handle the full support lifecycle: triage, investigate, resolve, and follow up on support tickets with clear and empathetic communication.
- Respond to inquiries from pet clinics and app users through Freshdesk, live chat, and calls (~50 daily interactions).
- Proactively escalate recurring technical issues and advocate for improvements by collaborating with internal teams.
- Become a subject matter expert on Vetstoria’s suite of products and the veterinary care industry.
- Support teammates by sharing knowledge, providing feedback, and contributing to internal documentation and support resources.
- Consistently meet or exceed SLAs, resolution times, and customer satisfaction targets.
About You
- Minimum 1 year of experience in a technical support or client services role within SaaS, mobile, or tech platforms.
- Familiarity with iOS/Android apps and web-based tools; able to explain technical concepts to non-technical users.
- Exceptional interpersonal and communication skills—empathetic, clear, and customer-centric.
- Proven ability to multitask—juggling tickets, chats, and calls without compromising quality.
- A creative and analytical problem-solver who brings positive energy even when under pressure.
- Experience with support tools like Freshdesk, Zendesk, Jira, Google Suite, Salesforce, or Slack is a plus.
Perks & Benefits (Full-Time)
- Comprehensive Medical Support: Hospitalization + outpatient care
- Annual Learning & Development Stipend: LKR 50,000
- Flexible Time Off: Recharge when you need it
- Discretionary Economic Relief Incentive Bonus
Frequently Asked Questions (FAQ)
What are the typical working hours for this remote role?
This role serves the EMEA/APAC region, so candidates should be available to work during those time zones, with flexibility depending on business needs.
Is training provided to get familiar with the tools and products?
Yes, you’ll receive comprehensive onboarding, product training, and ongoing support to help you become a confident product expert.
Can this position lead to other opportunities within Petvisor?
Absolutely. High-performing team members often transition into roles in product, customer success, QA, or engineering, as we prioritize internal growth.