Mars

Senior Software Support Administrator

Mars

full-time

Posted on:

Location Type: Office

Location: Loveland • Colorado • 🇺🇸 United States

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Salary

💰 $84,000 - $105,000 per year

Job Level

Senior

Tech Stack

CloudJavaLinuxSQL

About the role

  • Serve as an advanced technician responsible for resolving complex, high-impact issues beyond standard Web Support scope.
  • Use direct access to internal tools to investigate and manage escalated cases, acting as a project manager.
  • Coordinate closely with Product, Development, QA, DevOps, and related teams to drive timely, complete resolution.
  • Deliver senior-level support for customer-facing software products, portals, and third-party integrations.
  • Troubleshoot software issues across platforms and assist in validation and QA testing of fixes and deployments as needed.
  • Act as a key escalation partner for corporate clients, 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.
  • Serve as the initial technical POC for PIMS vendors and systems.
  • Maintain high-quality escalation documentation, monitor system performance and usage, and identify issues.

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.
  • Background supporting veterinary, diagnostics, or healthcare systems is strongly preferred.
  • 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.
  • 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.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
system administrationsoftware administrationtechnical supportescalation managementtroubleshootingSQLdatabase queryingPIMS integrationWindowsLinux
Soft skills
project managementcustomer servicecoordinationcommunicationproblem-solvingdocumentationissue anticipationtriageownershipcollaboration
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Information SystemsBachelor’s degree in Engineering