(Archived) Digital Product Support Engineer

*Open to candidates who are remote*

Locations: Parsippany, NJ, Exton, PA, Kalamazoo, MI

Position Summary:

The Digital Product Support Engineer (DPSE) will provide advanced technical support both remotely and on-site at customer locations and will interact closely with internal colleagues, external vendor support teams, Zoetis’ customers, and 3rd party IT support engaged by Zoetis’ customers. The position typically requires a leading role in performing and/or guiding the installation or trouble analysis process and to be responsible for driving the task to conclusion.

The DPSE will be part of the Digital Products team, specifically in the areas of Diagnostic connectivity and integration with 3rd party Practice Management Systems (PIMS). 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. The connectivity ecosystem extends to and includes basic support of Practice Management System (PIMS) integration

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
• Provide technical direction to internal and external resources to resolve issues and to successfully complete ecosystem installations
• Assist in the development of best practice processes, procedures, and training materials for technical support and ecosystem installations
• Work with Practice Management System (PIMS) vendor technical support team to resolve integration issues on behalf of the mutual customers
• Work effectively with all stakeholders on technical and business processes surrounding ecosystem support and problem resolution
• Provide guidance and consultation to internal colleagues regarding possible ecosystem configurations and necessary equipment for specific installation scenarios
• Manage competing priorities, workloads and activities to support various business initiatives and cross-departmental tasks
• 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 and to include user scenarios in test execution
• Provide training to internal and external stake holders on digital products and support beta testing of new releases. Perform other related job duties as assigned or apparent

Education and Education

• Bachelor’s degree in Computer Science or closely related field
• 3+ years of experience in local area networking and help desk support

Knowledge, Skills, Abilities

• Technical know-how of digital products and services
• Strong knowledge of computer networking topologies, infrastructure and cloud architectures (Azure)
• Knowledge of client-server architecture and its communication
• Ability to work with a variety of computer hardware, operating systems, and network connectivity to achieve a functional networking environment
• Hands on experience in working with Ethernet and TCP/IP network set up, network security, firewall, web filters, network problem isolation and resolution
• Experience in RestFul API and its implementation and testing (Unit testing, integration testing, using tools like: restlet, postman etc.)
• Skills to troubleshoot and understand third party systems to identify integration or configuration issues
• Ability to analyze and interpret different Log Files to identify the issues and work with development team or clients to find appropriate solutions
• Basic programming skills to understand program generated error code, and to review codes to find the root cause
• Basic knowledge of the RDMS (relational database management system) eg. MSSQL
• Understanding about the Veterinary PIMS and workflow in veterinary clinic
• Ability to provide effective remote technical support to internal and external stakeholders with varying skill levels and working in a variety of networking environments
• Ability to work with individuals of varying technical skill to remotely locate, identify, and interact with network infrastructure components
• Ability to prioritize tasks, meet deadlines, and accomplish a variety of tasks under pressure
• Ability to define problems, collect data, establish facts, and draw conclusions
• Ability to present information effectively in response to questions from colleagues, Zoetis customers, and vendors
• Ability to write clear and concise documentation
• Ability to easily adapt to and learn new technologies
• Ability to maintain confidentiality of information received, processed, or prepared
• Possess good organizational skills
• Ability to work in veterinary clinic environments with proximity to animals and to maintain an awareness of veterinary biohazards while performing work

Travel Requirements:

• <25% travel