Senior Software Support Administrator II

Senior Software Support Administrator II

We understand that the world we want tomorrow starts with how we do business today, and that's why we're inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other's growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

The Senior Software Support Administrator II plays an advance technical role in supporting and advancing Antech's customer support for customer-facing technical products across multiple business units, including Reference Lab, In-Hospital Diagnostics (IHD), Imaging, and Sound. This role also serves our clinics, PIMS providers and corporate partners by facilitating technical resolution for issues and challenges related to third-party systems such as analyzers and Practice Information Management System (PIMS). The role requires advanced technical knowledge, troubleshooting, project coordination, and direct technical ownership. It serves as a key liaison between R&D, IT, and customer-facing teams and is a technical point of contact for direct and Corporate Partner clinics — including technical installations, escalations, and customer-specific software service needs. This is a more senior-level individual contributor role that blends technical acumen, customer focus, and cross-functional collaboration with a leadership mindset.

The target pay range for this position is as follows:

• Loveland, Colorado: The target pay range for this position is $84,000 - $105,000 annually.

• Fountain Valley, California: The target pay range for this position is $88,000 - $110,000 annually.

At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Essential Duties and Responsibilities

Tier 2 Technical Escalation & Resolution

• Serve as an advanced technician responsible for resolving complex, high-impact issues beyond standard Web Support scope, taking ownership of escalations affecting individual customers or corporate partners (excluding system-wide incidents).
• Use direct access to internal tools to investigate and manage escalated cases, acting as a project manager by documenting timelines, resolution steps, and stakeholder communication.
• Coordinate closely with Product, Development, QA, DevOps, and related teams to drive timely, complete resolution, escalating beyond expected MTTR when needed and providing insight into blockers and root causes.

Customer-Facing Technical Support

• Deliver senior-level support for customer-facing software products, portals, and third-party integrations.
• Support new and existing Corporate Partner clinics with technical installations, setup, and escalation and provide hands-on or remote support for implementations, integrations, migrations, or service disruptions.
• Troubleshoot software issues across platforms (Windows, Linux, cloud-based and on-prem applications) and assist in validation and QA testing of fixes and deployments as needed.

Strategic Partner Escalation Support

• Act as a key escalation partner for corporate clients (e.g., Banfield, MVH) across Voyager, PIMS integrations, Imaging, and AIS, supporting launch readiness through proactive coordination and issue anticipation.
• Collaborate closely with escalation managers to ensure accurate triage, ownership, and communication of escalated IT issues to corporate stakeholders, participating in regular alignment meetings as needed.
• Consolidate and streamline escalations across teams to prevent duplication, maintain visibility, and uphold a consistent customer experience.

PIMS Provider Relationship & Support

• Serve as the initial technical POC for PIMS vendors and systems, supporting proactive communication and alignment with partners.
• Coordinate with internal Product and R&D teams and external vendors to triage, prioritize, and resolve integration-related issues.
• Help define and maintain clear boundaries between complaint resolution, incident management, and vendor relationship ownership to ensure consistent execution.

Cross-Functional Collaboration & Escalation Leadership

• Partner with R&D and IT to drive timely resolution of complex technical escalations, ensuring clear documentation of plans, updates, and outcomes.
• Collaborate across WSPI, Customer Support, Sales, and other matrixed teams to align actions and support consistent client communication.
• Serve as a connector across Antech and Banfield, bridging communication gaps and facilitating escalations that influence customer experience.

Support-Development Liaison

• Maintain high-quality escalation documentation (RCA summaries, timelines, resolutions), monitor system performance and usage, and identify issues such as degradation or bugs.
• Expand team and organizational knowledge by publishing internal KB articles and supporting continuous improvement in technical capability.
• Strengthen team expertise through mentoring, training, and real-time coaching during escalations to elevate troubleshooting proficiency.

Education and Experience

Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience. 6+ years of experience in system/software administration, technical support, escalation management, and advanced customer service. Background supporting veterinary, diagnostics, or healthcare systems is strongly preferred and experience coordinating with third-party vendors, including PIMS integration, is essential. Experience as a clinical or veterinary technician preferred. Strong understanding of PIMS integration or analyzer platforms preferred. Involvement in SOP development, QA validation, or deployment cycles preferred.

Knowledge, Skills and Abilities

Strong troubleshooting across Windows/Linux and cloud-based platforms and proficiency in SQL/database querying; familiarity with Java, C++, or scripting is a plus. Experience with ticketing systems (e.g., Salesforce, Zendesk, Jira) with strong troubleshooting experience with On Prem and Cloud API's. Strong project coordination and escalation management skills, paired with clear communication of technical issues to non-technical audiences. Steady, customer-focused presence under pressure with a proactive, solutions-oriented mindset. Highly organized approach to managing competing priorities and maintaining operational clarity.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds. The associate will primarily work in a typical office environment. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, database management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present.

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates. Benefits eligibility is based on employment status.

• Paid Time Off & Holidays
• Medical, Dental, Vision (Multiple Plans Available)
• Basic Life (Company Paid) & Supplemental Life
• Short and Long Term Disability (Company Paid)
• Flexible Spending Accounts/Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Tuition/Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts

Commitment to Equal Employer Opportunities

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.