Time Zone Technology Software Support

4 months ago

Stanley, United Kingdom MSD Full time

Our Company is where we transform vision into reality. It's where ideas become technologies, and cutting-edge technologies become solutions for animal care and management.

We support farmers by providing real-time actionable information to help them manage their herds. It provides pet owners with smart devices and data that give them a better understanding of their pets’ activity and health needs, enriching relationships. It helps conservationists safeguard natural environments and wildlife.

Leveraging decades of Technological Research & Development experience across many markets, technologies and species, along with development environments and Quality Assurance procedures, we're always inventing new ways to look after the health and well-being of animals. Our decades of experience keep us ahead of the curve by leveraging advanced Technological Solutions from enhancing the precious bond between people and their pets, to advancing animal healthcare and wildlife preservation.

Responsibilities include Tier 4 troubleshooting, proactive monitoring, DB analysis, system log reading, and resolving complex software support issues. The team collaborates with the Global Support Centre teams and other departments to perform these tasks. They also contribute to our proactive support strategy, working on customer alerts and developing proactive tooling for additional technologies.

Reporting to the Global Software Support lead, Software Support Senior Specialists proactively identify critical software failures, present failure analysis reports, and work with global training teams to provide upskilling advice. They maintain a working relationship with Product and R&D teams to discuss service and support tool development for local and global aftersales teams.

Key success factors for this role include extensive technical product knowledge, adherence to strict deadlines and structures, and active participation in R&D design meetings with a customer-focused approach. The role also involves active involvement in the product life cycle, advising on development, product readiness, and product launches.

**Requirements**:

- 5+ years in a Tier 3 or above, Technical Support/QA/Dev related role at a global software company
- Knowledge and proven experience with writing SQL queries
- Deep understanding of Windows and Linux OS (debugging and internals)
- Customer-oriented with excellent communication (English - written and verbal)****
- Familiar with networking principles and Python, Bash ,****Java SW language (Coding skills
- an advantage)
- Demonstrated effective analytical skills
- Experience in coordinate cross-functional work teams
- Experience with coaching of remote teams
- Advanced written and verbal business language communication skills
- Experience with Salesforce CRM- an advantage
- As part of the time zone technology support team, work outside of working hours is sometimes required for team synchronization and other tasks

**Personal Qualities.**
- ** **Passion for troubleshooting, ability to come up with efficient solutions and workarounds for uncommon issues
- Strong analytical and problem-solving skills, as well as fundamental working knowledge of client and server-side scripting, web technologies, APIs, and communication protocols
- Technically adaptive, ability to learn new solutions, features/functionality, and communicate those in a value-added way to internal teams
- Continuous learning mindset and detail-oriented approach
- Ability to prioritize and switch between a variety of time-sensitive issues
- Ability to provide long terms solutions
- Significant leadership experience within operational or client-facing environments

****

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Regular

**Relocation**:
**VISA Sponsorship**:
**Travel Requirements**:
**Flexible Work Arrangements**:
**Shift**:
**Valid Driving License**:
**Hazardous Material(s)**:
**Requisition ID**:R242627

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