Technical Support Representative Jobs in USA with Visa Sponsorship
Technical Support Representative roles are among the more accessible paths to H-1B and E-3 visa sponsorship in the U.S. tech sector. Employers filing Labor Condition Applications regularly list this title, and many mid-size to enterprise companies sponsor internationally for the right candidate. For detailed occupation requirements, see the O*NET profile.
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Get Access To All JobsDiagnostics Technical Support Representative
Summary
The Diagnostics Technical Support Representative supports end users, field representatives, and distribution partners by resolving issues across a portfolio of animal health diagnostic products. This includes guidance on product operation, applications, configuration, connectivity, and system integration, as well as product-specific troubleshooting for more complex concerns. The Diagnostics Technical Support Representative participates in all phases of the support process, including handling inbound calls, documenting complaints, driving issue resolution and process improvements. This role requires strong technical expertise and customer service skills to ensure optimal performance and a consistently positive customer experience across veterinary clinics, laboratory research, and academic settings.
Duties
- Respond promptly and accurately to high volumes of technical support requests through multiple support channels.
- Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations. Utilize support tools including but not limited to: back offices, command center, chemistry translator, virtual share, remote in to identify error trends and isolate root cause of issues.
- Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training.
- Collaborate with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training team, and VMIPS to deliver seamless support.
- Document all interactions and resolutions accurately and promptly in the Customer Relationship Management system. Manage the end to end case handling and case management including case processing for reporting to regulatory authorities. Adhere to case management guidelines to ensure key performance indicators and service levels are met.
- Exercise judgement and autonomy when handling customer dissatisfaction complaints. Review available account information and data to address and resolve customers' concerns. Leverage available Tech Support policies or procedures to address customer concerns. Handle escalations through defined pathways as needed. Consult and communicate to internal teams as needed to ensure customer retention.
- Initiate product returns (replacement, investigation, repair) within the Customer Relationship Management system.
- Process orders to enable troubleshooting, replace defective products, and provide customer accommodations.
- Maintain up-to-date expertise on diagnostic product lines, troubleshooting methods, policies and procedures.
- Adhere to Zoetis policies, procedures, and objectives.
- Participate in special projects and assignments as needed.
Education and Experience:
An equivalent combination of education, training, and experience will be considered.
- Associates degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree
- 3+ years of experience (Customer Support, Technical Support, Veterinary Technology, IT Support) with at least 1 year of Technical Support experience
- Point of care diagnostic experience preferred
- Experience with CRM systems, ERP systems and contact center telephone systems highly preferred
- Bilingual considered a plus
Technical Skills Requirements
- Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems.
- Proficient in CRM systems, ERP systems, and contact center telephone systems
- Excellent telephone etiquette and communication skills
- Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting
- Ability to clearly and persuasively communicate in both positive and challenging situations; actively listens and provides clarification
- Written Communication: Writes clearly and informatively; able to interpret written information effectively.
- Problem Solving: Identifies and resolves issues promptly using sound judgment
- Dependability: Follows instructions, responds to management direction, and takes responsibility for actions.
- Planning and Organizing: Prioritizes and plans work efficiently; sets realistic goals and objectives
- Ethics: Demonstrates integrity, respect, and teamwork
- Adaptability: Adjusts to changes in the work environment
- Mental Toughness: Maintains composure in difficult situations
Physical Position Requirements
- May be required to lift up to 30 pounds.
- Ability to regularly talk and type required.
- Ability to sit and stand for extended periods of time required.
- Some travel required (<5%)
Compensation
The US base salary range for this full-time position is $23.00/hr - $39.00/hr. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.
Job Type: Full time
Regular
Colleague
Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.
Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.
Diagnostics Technical Support Representative
Summary
The Diagnostics Technical Support Representative supports end users, field representatives, and distribution partners by resolving issues across a portfolio of animal health diagnostic products. This includes guidance on product operation, applications, configuration, connectivity, and system integration, as well as product-specific troubleshooting for more complex concerns. The Diagnostics Technical Support Representative participates in all phases of the support process, including handling inbound calls, documenting complaints, driving issue resolution and process improvements. This role requires strong technical expertise and customer service skills to ensure optimal performance and a consistently positive customer experience across veterinary clinics, laboratory research, and academic settings.
Duties
- Respond promptly and accurately to high volumes of technical support requests through multiple support channels.
- Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations. Utilize support tools including but not limited to: back offices, command center, chemistry translator, virtual share, remote in to identify error trends and isolate root cause of issues.
- Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training.
- Collaborate with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training team, and VMIPS to deliver seamless support.
- Document all interactions and resolutions accurately and promptly in the Customer Relationship Management system. Manage the end to end case handling and case management including case processing for reporting to regulatory authorities. Adhere to case management guidelines to ensure key performance indicators and service levels are met.
- Exercise judgement and autonomy when handling customer dissatisfaction complaints. Review available account information and data to address and resolve customers' concerns. Leverage available Tech Support policies or procedures to address customer concerns. Handle escalations through defined pathways as needed. Consult and communicate to internal teams as needed to ensure customer retention.
- Initiate product returns (replacement, investigation, repair) within the Customer Relationship Management system.
- Process orders to enable troubleshooting, replace defective products, and provide customer accommodations.
- Maintain up-to-date expertise on diagnostic product lines, troubleshooting methods, policies and procedures.
- Adhere to Zoetis policies, procedures, and objectives.
- Participate in special projects and assignments as needed.
Education and Experience:
An equivalent combination of education, training, and experience will be considered.
- Associates degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree
- 3+ years of experience (Customer Support, Technical Support, Veterinary Technology, IT Support) with at least 1 year of Technical Support experience
- Point of care diagnostic experience preferred
- Experience with CRM systems, ERP systems and contact center telephone systems highly preferred
- Bilingual considered a plus
Technical Skills Requirements
- Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems.
- Proficient in CRM systems, ERP systems, and contact center telephone systems
- Excellent telephone etiquette and communication skills
- Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting
- Ability to clearly and persuasively communicate in both positive and challenging situations; actively listens and provides clarification
- Written Communication: Writes clearly and informatively; able to interpret written information effectively.
- Problem Solving: Identifies and resolves issues promptly using sound judgment
- Dependability: Follows instructions, responds to management direction, and takes responsibility for actions.
- Planning and Organizing: Prioritizes and plans work efficiently; sets realistic goals and objectives
- Ethics: Demonstrates integrity, respect, and teamwork
- Adaptability: Adjusts to changes in the work environment
- Mental Toughness: Maintains composure in difficult situations
Physical Position Requirements
- May be required to lift up to 30 pounds.
- Ability to regularly talk and type required.
- Ability to sit and stand for extended periods of time required.
- Some travel required (<5%)
Compensation
The US base salary range for this full-time position is $23.00/hr - $39.00/hr. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.
Job Type: Full time
Regular
Colleague
Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.
Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.
How to Get Visa Sponsorship in Technical Support Representative
Target employers with a history of LCA filings
Companies that have previously filed Labor Condition Applications for Technical Support Representatives are far more likely to sponsor again. Repeat sponsors have established processes, legal relationships, and internal approval workflows that make your application faster and less risky for them.
Clarify your degree field early in conversations
H-1B eligibility requires a specialty occupation, meaning your bachelor's degree field must directly relate to technical support work. Degrees in computer science, information systems, or engineering strengthen your case significantly. Raise this with hiring managers before the offer stage.
Highlight technical depth, not just customer-facing skills
Consular officers and USCIS adjudicators assess whether the role genuinely requires specialized knowledge. Emphasize diagnostic expertise, systems knowledge, and technical complexity in your resume to reinforce that the position qualifies as a specialty occupation, not general customer service.
Understand the visa type your employer intends to file
Some employers sponsor H-1B, others prefer O-1 for exceptional candidates, and Australian citizens may qualify for E-3. Knowing which visa your prospective employer is prepared to file helps you assess timelines, costs to you, and your probability of approval before accepting an offer.
Prepare for H-1B lottery timing if that is your path
H-1B cap-subject petitions are only filed once per year, with registration in March. If you miss the cycle, your start date shifts by twelve months. Ask employers whether they can hire you on OPT or another status while waiting for the next lottery window.
Get the job description reviewed before signing
The specificity of your job description directly affects H-1B approval. Vague language like 'assists customers with issues' raises USCIS scrutiny. Work with your employer's immigration attorney to ensure the description reflects technical complexity, required degree field, and specialized system knowledge throughout.
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Get Access To All JobsFrequently Asked Questions
Can a Technical Support Representative role qualify for H-1B sponsorship?
Yes, but it depends on how the role is structured. USCIS requires the position to qualify as a specialty occupation, meaning it must normally require a bachelor's degree in a specific technical field. Roles involving complex systems administration, enterprise software, or network troubleshooting are more likely to qualify than general help desk positions. The job description wording matters considerably during adjudication.
What degree do I need to get sponsored as a Technical Support Representative?
For H-1B sponsorship, a bachelor's degree in computer science, information technology, information systems, or a closely related field is the strongest foundation. Unrelated degrees, such as business administration or liberal arts, make the specialty occupation argument harder to sustain. Some employers accept three years of qualifying work experience in place of one year of formal education when a degree is not a perfect match for the role.
How likely is it that employers will sponsor a Technical Support Representative for a visa?
Sponsorship rates vary by company size and industry. Enterprise technology companies, cloud services providers, and SaaS businesses sponsor this role more frequently than small businesses or non-technical industries. Mid-size and large employers with established immigration programs are the most practical targets. Migrate Mate filters job listings to surface roles at companies already willing to sponsor, which removes a significant portion of the guesswork.
Are Australian citizens at an advantage when applying for Technical Support Representative roles with visa sponsorship?
Yes. Australian citizens can apply for the E-3 visa, which has a separate annual allocation of 10,500 slots that has never been exhausted. Unlike the H-1B, there is no lottery. Applications are filed directly at a U.S. consulate in Australia, and approvals typically come within weeks of the interview. The E-3 still requires the role to qualify as a specialty occupation and the applicant to hold a relevant degree.
What should I look for in a job posting to know if a company will actually sponsor my visa?
Look for explicit language such as 'we sponsor H-1B visas' or 'open to visa sponsorship' in the posting. A company's history of LCA filings for this job title is a stronger signal than wording alone, since it confirms they have followed through before. Avoid roles that state 'must be authorized to work in the U.S.' or 'no sponsorship available.' Migrate Mate curates listings specifically for candidates who need sponsorship, so every role on the platform has been vetted for that.
What is the prevailing wage requirement for sponsored Technical Support Representative jobs?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.
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