Bilingual Tech Support Specialist — PT/EN (Hybrid)

SprintRay Inc.; Los Angeles, Northern (CA, KY); Hybrid; USD 39,000 - 47,000; Full time

Job summary

SprintRay is seeking a Bilingual Customer Support Technical Representative to assist dental professionals with our digital dentistry ecosystem. You will diagnose and resolve issues across SprintRay software, 3D printing hardware, and related workflows in a customer-facing role.

You will manage cases, use structured troubleshooting, and collaborate with cross-functional teams to improve customer satisfaction and product quality while working in a hybrid Los Angeles environment.

Qualifications

• 2+ years in customer or technical support roles.
• Hands-on experience troubleshooting electromechanical equipment and software/hardware issues.
• Strong working knowledge of networking fundamentals and Windows/macOS environments.
• Fluent Portuguese & English communication, written and spoken.

Responsibilities

• Provide timely, professional technical support for SprintRay software, 3D printers, post-processing equipment, and design services via phone, email, and remote sessions.
• Own customer support cases from intake through resolution with documentation and policy adherence.
• Diagnose complex issues across hardware, software, networking, device design, and workflows using structured troubleshooting and root-cause analysis.
• Manage active case pipeline efficiently, balancing urgency, impact, and SLAs.
• Identify and communicate practical resolution options, including next steps and escalation paths.
• Escalate recurring or high-impact feedback to Technical Manager and cross-functional partners (R&D, Quality, Product Development).
• Capture accurate notes and feedback in CRM to support continuity and product improvement.
• Contribute to knowledge sharing and continuous improvement of support processes.
• Collaborate with teammates and stakeholders to improve issue resolution and customer satisfaction.
• Occasional travel for training or company events.
• Flexibility to work EST hours.

Skills

Portuguese

English

Customer support

Technical support

Troubleshooting

CRM

Windows

macOS

Networking

Tools

CRM systems

Ticketing

Job description

SprintRay is seeking a Bilingual Customer Support Technical Representative to assist dental professionals with our digital dentistry ecosystem. You will diagnose and resolve issues across SprintRay software, 3D printing hardware, and related workflows in a customer-facing role.

You will manage cases, use structured troubleshooting, and collaborate with cross-functional teams to improve customer satisfaction and product quality while working in a hybrid Los Angeles environment.