Covetrus is a global animal-health technology and services leader dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We bring together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine.
Do you enjoy solving technical challenges and helping customers succeed?
Are you passionate about learning new technologies and delivering exceptional customer experiences?
We are looking for a motivated Support Engineer to join our Technology Solutions Technical Support team in Edinburgh.
In this role, you will provide technical support for veterinary Practice Management Systems.
You will play a key role in diagnosing and resolving technical issues for customers while building strong expertise across applications, databases, hardware, and networking environments.
Working closely with internal teams and customers, you will ensure timely and accurate resolutions while helping improve our products and services.
This role is primarily based in our Edinburgh office with a flexible hybrid working model.
More about the role
- Provide customer support for our practice management systems and associated infrastructure via live chat, inbound and outbound customer calls and email whilst logging full case details in our CRM.
- Identify and resolve customer complaints in a timely manner, escalating appropriately if assistance is required.
- Identify recurring technical issues and ensure they are resolved correctly to reduce future repeat incidents.
- Diagnose and resolve issues relating to applications, hardware, and networking environments.
- To create and/or refer to appropriate KB articles when resolving cases. Meet individual and team-based objectives.
- Ensure incidents are resolved in line with internal Service Level Agreements (SLAs).
- Follow established Incident Management and Change Management processes.
- Participate in the out of hours support rota to meet business needs. Flexibility to meet shift requirements from 8am to 5:30pm.
Technical Expertise
Develop strong technical knowledge across Practice Management Systems, cloud platforms, client hardware, networking environments, SQL databases, and integrations. Build subject matter expertise in supported systems and technologies
Collaboration
Work closely with Technical Leads, Support Team Leads, Product teams, and Developers. Provide technical feedback and insights from customer issues to improve products. Support customer education and best-practice guidance.
Continuous Learning
Proactively learn new software features and technologies Participate in internal training and knowledge sharing Contribute to the improvement of documentation and support processes
About you
- Previous experience in Technical Support or IT Support role OR HNC, HND, Degree or CompTIA, CCNA, AWS or PMP in a Technology-related field.
- Strong troubleshooting and analytical skills.
- Excellent communication and customer service skills.
- Ability to take ownership of issues and drive them to resolution.
- Strong attention to detail and documentation skills.
- Ability to work both independently and collaboratively within a team.
Desirable
- Experience supporting business applications or practice management systems
- Basic knowledge of SQL databases
- Familiarity with Windows operating environments
- Understanding of networking fundamentals
- Experience supporting cloud-hosted software platforms
Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Skills Required
- Previous experience in Technical Support or IT Support role
- HNC, HND, Degree or CompTIA, CCNA, AWS or PMP in a Technology-related field
- Strong troubleshooting and analytical skills
- Excellent communication and customer service skills
- Ability to take ownership of issues and drive them to resolution
- Strong attention to detail and documentation skills
- Ability to work both independently and collaboratively within a team
Covetrus Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Covetrus and has not been reviewed or approved by Covetrus.
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Leave & Time Off Breadth — Paid time off is described as a notable part of the package, including paid holidays and vacation time, with additional mention of paid sick leave in some cases. Time-off flexibility is also referenced positively via flexible or “unlimited” PTO for certain roles.
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Healthcare Strength — Medical, dental, and vision insurance are presented as core, standard offerings with broad coverage categories. Health insurance is characterized as reasonably solid in coverage even if not positioned as best-in-class.
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Retirement Support — A 401(k) plan is available and is repeatedly paired with mention of a company match structure. The match is framed as present but modest compared with richer market alternatives.
Covetrus Insights
What We Do
Covetrus specializes in the production and distribution, inventory management, software and prescription management for veterinary care. Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We’re bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. Covetrus is headquartered in Portland, Maine, with more than 5,500 employees, serving over 100,000 customers around the globe.
