Application Support Engineer (EU Shift)

We're seeking an Application Engineer who's curious, proactive, and comfortable owning the Tier 2 support pipeline. In this role, you'll act as the key link between our customer support and engineering teams—investigating, debugging, and resolving customer-reported issues. You'll analyze issues across the stack, make targeted fixes when possible, and escalate with clear documentation when needed. Beyond quick fixes, you'll occasionally recommend deeper technical improvements to enhance product stability.Apply If You're Excited ToTriage and manage Tier 2 support ticketsReproduce and debug reported issues using logs, MySQL data, and application code.Perform safe, minimal data corrections (e.g., MySQL updates)Analyze the root cause of issues—Was it user error or a product gap?Escalations with detailed findingsDocument clear reproduction steps and create supporting materials to ensure accurate and consistent results. (e.g., videos, articles, training sessions)Collaborate with teams to resolve issues and explore ideas.Collaborate with stakeholders to identify root causes and implement a central incident management system.Monitor the performance of API activity and understand patterns of behavior.Conduct testing on newly improved features and production bug fixes. About You2 years of experience as an Application EngineerHigher Diploma or a Degree in Computer ScienceStrong problem-solving and debugging skillsComfortable navigating and making sense of Web ApplicationsExcellent written and verbal communication for documenting issues and collaborating across teamsAble to operate independently in ambiguous situations—knowing when to fix vs. when to escalateProficient in writing queries and understanding relational data with MySQL Familiar with API structure and debugging in reading responses Familiar with JS/Python to help with automation scripts Knowledge of Jira or a ticketing management system is nice to havePetvisor is a global leader in veterinary client engagement solutions, operating through two primary divisions: PetDesk in North America and Vetstoria across EMEA and APAC. Together, we simplify clinic operations, strengthen client relationships, and help veterinary teams reclaim their time. Our solutions transform busy veterinary and pet service practices by automating administrative work, reducing staff burnout, and delivering the modern digital experience pet parents expect.Through our connected ecosystem of tools—including client communications, online booking, smart clinic phone systems, marketing services, and AI-powered SOAP note transcription—we support more than 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents worldwide. With Petvisor, practices grow more efficiently, provide exceptional care, and build lasting client loyalty—all without adding more hours to the day.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.