Antech Diagnostics · 1 day ago
Senior Software Support Administrator II
Fountain Valley, CA
Full-time
Onsite
Senior Level
$84K/yr - $105K/yr
6+ years expAntech Diagnostics is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. 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, serving as a key liaison between R&D, IT, and customer-facing teams.
Veterinary
Hiring Manager
Samantha Benjamin
Responsibilities
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
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 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
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
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
Qualification
Required
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
Preferred
Background supporting veterinary, diagnostics, or healthcare systems is strongly preferred
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
Benefits
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
Company
Antech Diagnostics
The leading choice for veterinary reference diagnostics .
1001-5000 employees
H1B Sponsorship
Antech Diagnostics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (17)
2023 (16)
2022 (14)
2021 (19)
2020 (17)
Funding
Current Stage
Late StageLeadership Team
D
Drake Josh
President
S
Scott Moroff
V.P. & Chief Scientific Officer
Recent News
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