Dental SaaS Support Analyst - Advanced

Carestream Dental LLC; Northern (KY); Hybrid; USD 48,000 - 52,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits

401(k) Employer Match

Paid Time Off

Annual bonus

Job summary

Carestream Dental LLC is seeking a Technical Support Analyst to deliver advanced technical support and customer service for a global dental customer base across SaaS platforms and select on-premise applications.

You will handle escalations, support dental professionals, and document resolutions while staying current with product changes and cross-functional teamwork to improve the support experience.

Qualifications

• High School Diploma or equivalent required.
• 2+ years’ experience in a Level 2 / second-line technical support role.
• Experience with SaaS platforms and on-premise applications.
• Ability to explain technical issues to non-technical users.
• Strong English communication skills.

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
• 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
• 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

Skills

English – verbal & written

Logical reasoning

Analytical problem solving

Communication with non-technical users

Time management

Education

High School Diploma or equivalent

Degree-level education preferred

Tools

CRM software

Ticketing systems

Microsoft SQL

Web technologies

Job description

Carestream Dental LLC is seeking a Technical Support Analyst to deliver advanced technical support and customer service for a global dental customer base across SaaS platforms and select on-premise applications.

You will handle escalations, support dental professionals, and document resolutions while staying current with product changes and cross-functional teamwork to improve the support experience.