Senior Software Support Administrator II

Senior Software Support Administrator II

Join to apply for the Senior Software Support Administrator II role at Antech Diagnostics

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.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

The Target Pay Range for this position is $84,000 - $105,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

The Senior Software Support Administrator II plays an advanced 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.

• 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, Dev Ops, and related teams to drive timely, complete resolution, escalating beyond expected MTTR when needed and providing insight into blockers and root causes.
• Support the Web Support & Integrations team with day-to-day operations, including assisting with incoming contacts, cases, and chat support when required.

• 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.

• 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.
• Serve as the initial technical point of contact for PIMS vendors and systems, supporting proactive communication…