Overview
Product Support Engineer (US Shift) Jobs in Colombo, Western Province, Sri Lanka at Petvisor
Title: Product Support Engineer (US Shift)
Company: Petvisor
Location: Colombo, Western Province, Sri Lanka
The Product Support Engineer is a remote position that responds to product inquiries via Freshdesk tickets, live chat sessions, and phone calls for our customers in the United States. Interpersonal skills, positivity, and technical product knowledge are critical to effectively addressing Pet Clinic/Hospital and mobile app user concerns. This role calls for someone who thrives in a fast-paced environment, autonomously troubleshoots problems, demonstrates initiative, and can multi-task at a high level. Reporting to the Product Support Manager, you can expect to address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions.
This role supports our customers exclusively in the United States. Qualified candidates must be able to work night shifts.* The role is roster-based and will follow the schedule below:
Weekdays
Week 1 – 5.00 pm – 2.00 am
Week 2 – 7.00 pm – 4.00 am
Week 3 – 9.00 pm – 6.00 am
Weekends (Required to work 1 weekend 1x a month)
Week 4 – 7.00 pm – 1.00 am
Apply If You’re Excited To
Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction
Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues
Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixes
Become a subject matter expert on PetDesk products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction
Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards
About You
2+ years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS, and Android mobile apps
Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions
Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously
Proven problem solver with creative ideas, and an ability to communicate complex issues in a concise manner
Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!
Experience with Freshdesk, Zendesk, Jira, Google Suite, Salesforce, and Slack is nice to have
Compensation
Our company’s Compensation Philosophy is to provide competitive pay using industry-specific data to reward and recognize employees based on performance.
Petvisor operates through two main divisions: Vetstoria in EMEA and APAC and PetDesk in North America. Together, we unite innovative solutions to empower veterinary professionals and enhance pet care worldwide. By consolidating industry-leading tools, we streamline workflows, improve communication, and deliver unmatched support—offering everything from custom websites to direct booking. The company is dedicated to transforming the pet care industry.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
