What We Do

Wagmo is a new type of pet health company focused on empowering and inspiring responsible pet parenting through top-tier pet benefits provided by employers. From everyday care to rainy-day emergencies, we offer tech-enabled solutions that are optimized for value and flexibility so that our pet parents always feel confident that they are giving their pets the care they deserve.

What’s Important To Us

We solve hard problems all day long but hang out with dogs while we do it. We value authenticity and efficiency and have no time for egos. We prioritize performance over pedigree, compensate fairly, and never take ourselves too seriously.

Our values are core to who we are and how we operate. We talk about them all the time. These are not just things posted on a wall. We will interview for them, hold each other accountable to them, and make sure we work with every single person we interact with in a way that's consistent with these values.

About The Role

We’re looking for a Technical Support Engineer to join our team and bridge the gap between technical systems and outstanding customer experiences. If you’re someone who thrives at the intersection of technical problem-solving and customer interaction, we want to hear from you! This position will play a critical role in our partner onboarding by ensuring they are equipped to understand and successfully operate our .csv file sharing process, as well as helping our engineering team to triage incoming support requests.

Core Responsibilities

• Partner Onboarding: Host implementation calls to train partners on file feed parameters and requirements, ensuring smooth implementation and ongoing file processing.

• File Testing & Monitoring: Test initial data files, provide actionable feedback on formatting, and monitor ongoing file processing for errors.

• Technical Triage: Manage technical requests from the support team, validating, resolving, or escalating to engineering as needed—always meeting SLAs.

• SQL Troubleshooting: Use SQL to query our database and uncover root causes of customer issues, providing timely and accurate solutions, escalating as needed, and educating our support team for future interactions.

• Customer Interaction: Occasionally jump on calls with customers to help resolve technical issues or explain technical concepts in plain language.

• Process Improvement: Develop and refine protocols, create thorough documentation, and identify opportunities to improve existing workflows.

• Product Collaboration: Contribute to product feedback analysis, share insights with the product team, and act as a trusted liaison between support and product development.

• Incident Management: Lead our incident response process during major technical disruptions, ensuring timely resolution and clear communication.

What You’ll Need To Be Successful

• Experience: 2-3 years of technical support experience including talking to customers, troubleshooting csv and excel files, leveraging SQL and some coding experience.

• Strong Communication Skills: You’re comfortable engaging with both highly technical stakeholders and non-technical customers, adapting your language to meet their needs.

• Technical Curiosity: You enjoy diving into data, identifying patterns, and using insights to drive meaningful change.

• Process-Oriented Mindset: You’re eager to define, refine, and optimize processes for greater efficiency and scalability.

• SQL Proficiency: Hands-on experience querying databases and working with data sets. Familiarity with additional coding languages such as Python is a bonus.

• Tools Experience: Familiarity with benefits administration systems, Linear or Jira, and Zendesk is a plus.

• Team Player: You’re resourceful, resilient, and comfortable collaborating across teams to solve complex problems.

Why Consider This Role?

• Revolutionize the pet health industry by shaping solutions that improve the lives of pets and their families.

• Join a rapidly growing, VC-backed startup where your work directly contributes to the company’s success and mission.

• Be part of a passionate, innovative team that values collaboration, impact, and continuous growth.

Key Benefits

• Company paid medical premiums

• Dental, vision, voluntary life, short-term disability and long-term disability

• Unlimited paid time off & extended holiday break

• 12 weeks parental time off

• 401k

• Company paid Wagmo pet wellness and insurance plans

• Pet-friendly office

• Regular company-wide events

We here at Wagmo strive to build a workforce composed of individuals with diverse backgrounds, abilities, minds, and identities that will help us to grow, not only as a company, but also as individuals. Wagmo is an Equal Opportunity Employer.