Product Support Engineer – US Night Shift

About the role

The Product Support Engineer works remotely to assist United States customers of our pet‑care platform. You will handle inbound inquiries via Zendesk tickets, live chat, and phone, primarily during night‑shift hours.

Key responsibilities

• Manage the full ticket lifecycle: investigate, resolve, and communicate solutions clearly to end‑users.
• Use a support ticketing system to prioritize and track a high volume of inquiries (≈50 per day).
• Advocate for customers internally, influencing product improvements and bug fixes.
• Become a subject‑matter expert on PetDesk products and the pet‑care industry.
• Support teammates by sharing knowledge and maintaining quality standards.
• Handle live calls and chats while multitasking across multiple products.

Required profile

• 2+ years of technical or customer‑support experience with SaaS, iOS and Android applications.
• Strong communication, empathy, and the ability to turn dissatisfied customers into satisfied ones.
• Excellent prioritization skills and comfort working with high‑volume phone, chat, and ticket streams.
• Willingness to work rotating night‑shift schedules, including one weekend shift every seven weeks.

Required skills

• Zendesk or Freshdesk ticketing platforms.
• Jira for issue tracking.
• Google Suite, Salesforce, and Slack.
• Troubleshooting of SaaS, iOS, and Android mobile apps.