The Technical Support Analyst provides advanced technical support for SaaS dental applications, troubleshooting issues and assisting customers via various communication channels. Responsibilities include handling escalations, diagnosing problems, and collaborating on solutions while maintaining documentation.
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
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