Senior Technical Support Specialist

About PracticeTek

We don't do ordinary, we do bold ideas, big impact, and endless opportunities to grow. We're on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare.

Doctible

Doctible is on a mission to reimagine the patient experience from start to finish. As part of the PracticeTek family, we give healthcare practices the tools to connect with patients in ways that feel simple, seamless, and human.

What You'll Do Here

• Advanced Customer Onboarding & Technical Implementation: Lead complex customer onboarding and deployment activities, including advanced configurations, multi-location implementations, custom workflows, and integration readiness.
• Advanced Technical Support & Escalation Management: Serve as the primary Tier 2/Tier 3 escalation resource for complex technical issues, integrations, APIs, website functionality, and platform performance.
• Technical Operations & Continuous Improvement: Identify recurring technical issues and implement scalable solutions that reduce support volume and improve customer outcomes.
• Cross-Functional Partnership: Partner closely with Product, Engineering, Customer Success, Sales, and third-party integration partners to improve product quality, deployment readiness, and customer experience.
• Technical Leadership & Team Enablement: Act as a technical mentor and subject matter expert for the Technical Support team. Coach team members on troubleshooting methodology, customer communication, and technical best practices.
• Website & Platform Configuration: Lead advanced website configurations and customizations for customer implementations.

What You Bring

• 5+ years of experience in technical support, IT support, SaaS operations, systems administration, or a customer-facing technical role.
• Strong diagnostic and problem-solving skills, including experience analyzing logs, API calls, system behavior, or integration flows.
• Experience troubleshooting APIs, integrations, authentication, and web-based platforms.
• Ability to translate complex technical issues into clear explanations and action steps for both technical and non-technical stakeholders.
• Experience deploying software in customer environments and troubleshooting installation, configuration, or integration challenges.
• Experience using Salesforce, Asana, and Jira to manage customer issues, track work, document escalations, and collaborate cross-functionally.
• Excellent communication skills across written, verbal, and customer-facing formats.
• Proven ability to manage multiple high-impact priorities with minimal oversight.
• Ability to balance technical depth with exceptional customer communication.
• Experience supporting SaaS integrations involving APIs, middleware, databases, or system-to-system communication.
• Hands-on experience building or customizing websites using WordPress, Squarespace, or similar platforms.
• Experience with HTML, CSS, JavaScript, or other web technologies.
• Previous mentorship or lead experience within a technical support organization.
• Experience leveraging AI tools to improve troubleshooting, documentation, support workflows, or customer self-service.

Success is Measured Here

• Tier 2/Tier 3 escalations resolved within established service levels.
• Improved First Contact Resolution (FCR) and reduction in repeat escalations.
• Strong Customer Satisfaction (CSAT) and technical support quality scores.
• Successful onboarding and implementation timelines for complex customers.
• Reduction in recurring technical issues through root cause resolution.
• Growth and improvement of knowledge base articles, troubleshooting documentation, and runbooks.
• Awareness and adoption of automation, AI, and scalable support practices.
• Website implementation quality and on-time delivery.
• Team enablement through mentoring, training, and technical leadership.

The Fine Print (That Really Matters)

We determine compensation by considering market data, internal equity, and each candidate's skills and experience. For this position, we reasonably expect to pay between $23/hr. - $28/hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.