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Job Description

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.

The Software Support Senior Specialist Team is part of the new Global Support group, providing support for our Identification and animal monitoring technology solutions. This team consists of senior subject matter experts located across different time zones, following a "follow the sun" model.

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.

The successful candidate should possess drive, determination, and the ability to challenge teams as the focal point of support. Strong communication skills, confidence in presenting technical information, and the ability to interact with colleagues and customers from diverse backgrounds are essential. The role requires customer interaction and attendance at local aftersales meetings, necessitating a business-presentable appearance and comfort in dealing with customers either remotely or in person. The candidate should be able to work under tight deadlines and demonstrate flexibility in their approach to work.

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



Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Requisition ID:R242627