Senior Software Support Administrator II

Antech Diagnostics•Loveland, CO

2d•$84,000 - $105,000

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.

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.
Senior Software Support Administrator II Support the Web Support & Integrations team with day-to-day operations, including assisting with incoming contacts, cases, and chat support when required.
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.