Digital Technical Support Engineer

Ormco; Madrid; On-site; EUR 42,000 - 65,000; Full time

Job summary

Ormco, part of Envista, is seeking a Digital Technical Support Engineer to provide advanced technical support for software, hardware, networking, and electro‑mechanical systems across our digital orthodontic portfolio. You’ll act as a key escalation point, collaborating with support teams, engineers, and product experts to resolve complex issues and improve customer experience.

The role requires a Bachelor's in a technical field and 3–5 years of experience in technical or software support, with

Qualifications

• Bachelor's degree in Engineering, Computer Science, IT or related field.
• 3–5 years experience in technical/IT support with incident resolution and escalations.
• Strong troubleshooting across Windows, Mac, databases, networking, and REST APIs.

Responsibilities

• Diagnose, troubleshoot, repair, and debug complex electro‑mechanical equipment, software applications, computer systems, and networked or wireless solutions.
• Act as the highest escalation point for Level 3 issues related to digital orthodontic software and services.
• Provide advanced technical support to internal teams including Product Support, Engineering, and Technical Services.
• Investigate and resolve issues escalated by first‑line support.
• Perform product repairs, updates, testing, and validation in an office environment.
• Collaborate with Engineering and Product Development to identify defects and improvements.
• Support new product releases and ensure successful implementation.
• Create and maintain technical documentation and knowledge-base resources.
• Document customer interactions and resolutions in CRM/Jira and follow company policies.
• Deliver technical training and knowledge-sharing sessions.

Skills

Windows & Mac knowledge

SQL & REST APIs

Jira & Confluence

English fluent

Remote troubleshooting

Education

Bachelor's degree in Engineering/Computer Science

Tools

Salesforce

Job description

At Envista, we are dedicated to advancing dental care through innovation, technology, and trusted partnerships. As one of the world's leading dental companies, we bring together a portfolio of industry-leading brands that help dental professionals improve patient outcomes and transform smiles every day. Ormco, an Envista company, is a global leader in orthodontics, trusted by clinicians around the world for over 60 years. From traditional orthodontic solutions to cutting‑edge digital technologies, Ormco continues to drive innovation that empowers orthodontists to deliver exceptional patient care. We are looking for a Digital Technical Support Engineer to join our team and play a key role in supporting the technology behind our digital orthodontic solutions.

What You’ll Do

As a Digital Technical Support Engineer, you will provide advanced technical support for software, hardware, networking, and electro‑mechanical systems used across our digital orthodontic portfolio. Acting as a key escalation point, you'll collaborate closely with support teams, engineers, and product experts to resolve complex technical issues and continuously improve the customer experience.

Key Responsibilities

• Diagnose, troubleshoot, repair, and debug complex electro‑mechanical equipment, software applications, computer systems, and networked or wireless solutions.
• Act as the highest escalation point for complex Level 3 application and technical support issues related to digital orthodontic software, web services, desktop environments, computer systems, network connections, and servers.
• Provide advanced technical support to internal teams including Product Support, Engineering, and Technical Services.
• Investigate and resolve issues escalated by first‑line support teams when standard troubleshooting has not resolved the problem.
• Perform product repairs, updates, testing, and validation activities in an office‑based environment.
• Collaborate with Engineering and Product Development teams to identify and communicate product defects, software bugs, reliability concerns, and maintenance issues.
• Support new product releases, updates, and technical processes to ensure successful implementation and performance.
• Create and maintain technical documentation, troubleshooting guides, and knowledge‑base resources.
• Document customer interactions, technical findings, issue trends, and support activities in CRM, Jira, or other support systems while following company policies, procedures, and quality standards.
• Deliver technical training and knowledge‑sharing sessions to support teams and internal stakeholders.
• Ensure timely communication and ownership of technical issues through to resolution.

Job Requirements

What We're Looking For

• Bachelor's degree in Engineering, Computer Science, Information Technology, Biomedical Engineering, or a related technical field.
• 3–5 years of experience in technical, application, IT operations, or software support, including complex incident resolution, end‑user support, remote troubleshooting, and escalations.
• Strong troubleshooting skills and technical knowledge across Windows, Mac systems, file systems, access permissions, SQL, relational databases, SQL Server concepts, TCP/IP, HTTP, and REST APIs.
• Experience with support tools such as Jira, Confluence, Salesforce, or similar platforms, with the ability to document findings, troubleshooting steps, workarounds, resolutions, and support materials clearly.
• Relevant IT or technical support certifications are a plus, such as ITIL, Microsoft, AWS, CCNA, HDI, or equivalent;
• Experience working with software, computer systems, networking technologies, or electro‑mechanical products.
• Fluent English required; Spanish or another European language is a plus.
• Strong communication skills with a professional, customer‑focused attitude and the ability to explain technical topics clearly to technical and non‑technical users.

Preferred Qualifications

• Organized, detail‑oriented, proactive, and able to manage multiple priorities independently while working well in a team environment.
• Strong organizational skills with the ability to manage multiple priorities.
• A collaborative mindset and passion for delivering excellent customer support.
• Experience within medical devices, healthcare technology, dental technology, manufacturing, or related industries is an advantage. experience in software development, quality assurance, digital healthcare, dental technology, CAD/CAM, or digital manufacturing workflows is preferred.

Why Join Ormco?

• Work for a global leader in orthodontic innovation.
• Be part of a collaborative and international team.
• Gain exposure to cutting‑edge digital technologies transforming dentistry.
• Contribute to solutions that make a real impact on clinicians and patients worldwide.
• Build your career in a company committed to innovation, growth, and continuous learning.

Join us and help create the technology behind confident smiles.

Operating company:Ormco

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee‑based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully‑executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.