Digital Product Support Engineer (Level 3)
Zoetis

Union City, Georgia

Posted in Pharmaceuticals


This job has expired.

Job Info


*Open to remote candidates in the U.S. *

Position Summary:

Zoetis is seeking a candidate who will provide advanced technical support (Level 3) for Digital Products, specifically in the areas of 3rd party Practice Management Systems (PIMS) integration and technical and/or product support. The ecosystem is comprised of Ethernet- and USB-connected diagnostic instruments, connectivity hub devices, LAN infrastructure and Internet connectivity. The networking environment includes customer-managed wired and wireless LAN networks, in small and medium size offices.

In this position you will deliver support and guidance for integrating our products with third party software systems and will provide level 3 technical support to our digital products. You will interact closely with internal colleagues, external vendor support teams, Zoetis' customers, and 3rd party IT support engaged by Zoetis' customers. You will typically assume a leading role in performing and/or guiding the PIMS integration, installation and trouble analysis process and will be responsible for driving the task to conclusion.

Responsibilities:

  • Provide remote and on-site support for escalated ecosystem installation and support cases, including hands-on installation and configuration of equipment as needed when on-site
  • Support PIMS vendors in their efforts to integrate with the Zoetis Digital Products in form of documentation, sample code, guidance, and access to Zoetis technical resources required for software integration
  • Identify and recommend solutions for enabling integration with legacy unsupported PIMS
  • In collaboration with the business Product Management team and Zoetis Tech & Digital (ZTD) Digital product owner, assist with the definition and evolution of the Ecosystem vision and design, particularly in PIMS and 3rd party integrations
  • Work with PIMS vendor technical support team to resolve any integration issues on behalf of the mutual customers
  • Assist in the development of internal best practice processes, procedures, and training materials for installations and technical support of PIMS and 3rd party integrations
  • Provide technical direction to internal and external resources to resolve issues and to successfully complete ecosystem installations
  • Work effectively with all stakeholders on technical and business processes surrounding ecosystem support and problem resolution
  • Participate in digital product sprint planning and sprint demos to represent the Digital product support team and work with product owners to capture the support requirements of the product
  • Work closely with QA team to prepare the test cases which include user scenarios in test execution
  • Provide guidance, training, and consultation to internal colleagues regarding possible ecosystem configurations and necessary equipment for specific installation scenarios
  • Execute testing of the new digital products or new software version and confirm the readiness of the product for the launch
  • Prepare necessary training documents required for new software release and execute training to other internal support and service teams
  • Work together with field support team to beta-testing & participate in product launch planning
  • Manage competing priorities, workloads, and activities to support various product support initiatives and cross-departmental tasks

Qualifications:
  • Bachelor's degree in Computer Science, Engineering, or relevant field
  • 3+ years of experience as technical support or programmer analyst or product owner
  • Experience in medical or veterinary diagnostic field is a plus
  • Experience with Postman/Newman
  • Experience with support ticketing system or other ITSM/CRM
  • Experience with Jira and/or Azure DevOps

Knowledge, Skills, Ability Requirements:
  • Knowledge of the common software integration approaches (web services, API libraries, text-based communication protocols, etc.)
  • Strong knowledge of Cloud computing, computer networking topologies and infrastructure
  • Hands on experience in working with the Ethernet and TCP/IP network set up, network security, firewall, web filters, network problem isolation and resolution
  • Familiarity of computer and network architecture concepts, particularly the OSI model
  • Ability to effectively write technical support documents and external interface specifications
  • Possess good organizational and communication skills
  • Passion for solving complex problems and making a difference
  • Ability to drive a project and work both independently and in a team
  • Excellent verbal and written communication skills in English, other languages are a plus

Travel Requirements:
  • 0-10% travel

Full time

Regular

Colleague

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.


This job has expired.

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