SaaS Tech Support Specialist - Vet Clinic (L1-L3)
Petsure Services Inc.
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Job summary
Petsure Services Inc. is seeking a Technical Support Agent to join a UK-based SaaS product for veterinary clinics.
You’ll be the first human contact, handling Intercom chats and emails, triaging general-use queries, and escalating complex issues as needed to meet SLA targets. You’ll also support QA activities, performing manual testing, validating workflows, reproducing issues, and helping ensure quality releases.
Qualifications
- Bachelor’s degree in information technology or related field.
- At least 3 years in customer/technical support in SaaS.
- At least 1 year in software testing or QA.
- Experience logging defects with Linear, Jira, or similar.
- Excellent English communication.
Responsibilities
- Monitor Intercom chats and emails.
- Triage and handle Level 1 support queries directly.
- Escalate Level 2 issues to CS team or Veterinary Advisors.
- Identify and log Level 3 product bugs in Linear.
- Remain ticket owner through resolution; follow up and close the loop.
- Place outbound calls to clinics to gather context.
- Follow SOPs and data security policies with precision.
- Support QA by manual testing and validating workflows.
- Develop and maintain test cases based on veterinary workflows.
- Reproduce, document, and log defects with evidence.
Skills
Education
Tools
Job description
Petsure Services Inc. is seeking a Technical Support Agent to join a UK-based SaaS product for veterinary clinics.
You’ll be the first human contact, handling Intercom chats and emails, triaging general-use queries, and escalating complex issues as needed to meet SLA targets. You’ll also support QA activities, performing manual testing, validating workflows, reproducing issues, and helping ensure quality releases.
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