Technical Support Analyst, OrthoTrac

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

Required Skills & Experience

• Strong verbal and written communication skills in English
• Logical reasoning and analytical problem-solving ability
• Effective time management and multitasking in live support environments
• Professional phone presence and strong listening 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
• Web technologies and modern application stacks (advantage)

Qualifications

• High School Diploma or equivalent required
• 2+ years’ experience in a Level 2 / second-line technical support role
• Degree-level education or equivalent experience preferred
• Demonstrated ability to learn new technologies and systems quickly

Pay

Salary Range: $48,000 - $52,000