Provide advanced technical and application support for SaaS and on-premise dental practice systems. Troubleshoot operating systems, browsers, networks, cloud services, integrations, and legacy platforms; resolve escalations; communicate solutions to dental professionals; document issues; create knowledge resources; identify recurring problems and automation opportunities; and collaborate with engineering, product, and cross-functional teams.
Job Summary & Responsibilities
The Technical Support Analyst delivers advanced technical support and customer service to a global dental customer base across a portfolio of modern SaaS platforms and select on‑premise applications, including solutions built on legacy technology stacks. This role blends technical troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations.
Analysts serve as both an escalation point for complex issues and a frontline support resource for designated customer groups, assisting customers via chat, email, and inbound/outbound phone calls. Success in this role requires strong logical problem-solving skills, rapid learning ability, and comfort working across mixed technology environments that evolve over time.
Key Responsibilities
- Provide advanced technical and application support for SaaS products, integrated partner solutions, and select on‑premise applications
- Handle escalations from internal teams, partners, and stakeholders
- Serve as frontline support for assigned customer groups
- Diagnose and resolve issues across integrated environments, including operating systems, browsers, local systems, cloud services, networks, and legacy platforms
- Communicate clearly and confidently with dental professionals to explain issues, workflows, and resolutions
- Document troubleshooting steps, findings, and resolutions in real time while actively engaging with customers
- Apply structured, logical troubleshooting to identify root causes and deliver effective solutions
- Escalate issues to engineering or product teams with clear documentation and technical context
Continuous Improvement & Collaboration
- Stay current with platform changes, enhancements, integrations, and legacy system considerations
- Create and maintain knowledge base articles, internal documentation, and self-service content
- Analyze escalation patterns to identify training needs, documentation gaps, and automation opportunities
- Support chatbot and knowledge automation initiatives as assigned
- Collaborate closely with colleagues, managers, and cross-functional teams
- Demonstrate professionalism, empathy, and a customer-first mindset in every interaction
Required Skills & Experience
Core Competencies
- Strong verbal and written communication skills in English
- Logical reasoning and analytical problem-solving ability
- Ability to explain technical issues to non-technical users
- Effective time management and multitasking in live support environments
- Professional phone presence and strong listening skills
Technical Skills
- Support of modern SaaS platforms and select on‑premise applications using legacy technology stacks
- Web-based application architecture
- Windows client and server operating systems (current versions)
- Browser-based troubleshooting
- Basic networking concepts (DNS, connectivity, firewalls, latency)
- Integrated local and cloud application environments
- CRM and support ticketing systems
- Databases and Microsoft SQL (desirable)
- Web technologies and modern application stacks (advantage)
Domain Knowledge (Preferred)
- Dental terminology and practice workflows
- Dental insurance processing fundamentals
- Financial and billing concepts relevant to healthcare
- Experience working in regulated healthcare environments (plus)
Qualifications
- High School Diploma or equivalent required
- Degree-level education or equivalent experience preferred
- 2+ years’ experience in a Level 2 / second-line technical support role
- Demonstrated ability to learn new technologies and systems quickly
Salary Range: $48,000 - $52,000
Similar Jobs
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Owns sales compensation policy strategy, crediting frameworks, exception governance, audits, and field enablement. The role manages compensation policies across draws, transfers, promotions, terminations, clawbacks, renewals, overlays, splits, and non-standard deals. It partners with sales and cross-functional leaders, documents decisions, improves governance controls, and translates recurring exceptions into policy and plan changes.
Top Skills:
AIBigQueryClaudeGoogle SheetsSalesforceTableauXactly
.png)
Food • Software
Own GTM performance analytics, KPI and target setting, reporting, forecasting, compensation planning, and performance reviews across Sales and Post-Sales. Identify anomalies and optimization opportunities involving conversion, churn, productivity, pricing, packaging, segmentation, channel economics, and customer quality. Partner with Finance and GTM leaders to develop recommendations, lead strategic initiatives, and ensure data integrity while translating analysis into actionable business decisions.
Top Skills:
GongHubspotOutreachSalesforceSQL
Automotive • Big Data • Information Technology • Robotics • Software • Transportation • Manufacturing
Supports compensation operations in Workday and related HR systems by maintaining data, generating reports, conducting audits, testing system updates, and supporting annual and off-cycle compensation cycles. Coordinates documentation, meetings, trackers, templates, and leadership materials. Identifies data discrepancies, resolves issues, escalates risks, and contributes to process improvements, reporting enhancements, and administrative workstreams while maintaining confidentiality and data accuracy.
Top Skills:
ExcelMS OfficeMicrosoft ProjectPowerPointSharepointWorkday
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
