Product Support Specialist

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

Do you want to build a fast-paced and exciting career in IT? Trupanion is looking for a Product Support Specialist to help drive productivity, efficiency, and reliability in a rapidly-growing, agile organization. You'll interact with both people and technology to support Trupanion's critical custom applications for sales and claims.

Key Responsibilities Include:

In this role, you will:

• Support mission-critical internal applications for claims processing and member care by investigating user-reported issues, documenting clear steps to reproduce issues, and routing them to product teams when needed
• Build and execute test plans to proactively find bugs in Trupanion's custom applications.
• Create a knowledge base of frequently encountered issues with a goal of making users more efficient and self-sufficient over time
• Collaborate with application owners to address most impactful issues in future versions

Qualifications (Please include a cover letter with your application!)

Basic Qualifications

• 2+ years of experience as a desktop support technician, or equivalent skills and knowledge
• Superb communication skills, both oral and written, and an ability to work with users of all skill levels to document and solve issues
• Strong testing skills, with demonstrable ability to build test plans and execute them consistently
• Able to prioritize work effectively and independently, and to multi-task to improve efficiency

Preferred Qualifications

• Previous experience in a software testing role, building and executing tests for multiple applications or services
• Background in customer-facing roles, especially any customer support-focused roles

Benefits and Perks:

• Bonus opportunities
• Full medical, dental and vision benefits at no cost to the employee
• Four weeks paid time off
• Five-week sabbatical after five years of employment
• Restricted Stock Units
• Open, casual, pet-friendly and fun office environment
• Free dog walking services for office pets during business hours
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Free on-site gym

About Trupanion:

We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.

Take a look inside our office and see for yourself:

https://www.facebook.com/Trupanion/videos/10155423763702974/

Things We Value

• Caring: We care about each other.
• Adhocracy: An adhocracy is intentionally ‘adhoc’ instead of bureaucratic. Adhocracies value the ability to adapt quickly, flexibility and employee empowerment.
• Trusting: We trust one another with information
• Sincere: We do what we say and say what we mean.
• Devoted: We love pets.
• Original: We are innovative and fair.
• Genuine: We are free to express our true selves.
• Simple: Simple is better.

For more information about Trupanion, visit http://trupanion.com/about

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.