Dental SaaS Support Analyst — Advanced Troubleshooter

Carestream-Dental; United States; On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

401(k) employer match

Paid time off

Bonus program

Job summary

Carestream-Dental 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 apps. You will assist customers via chat, email, and calls, documenting steps and resolving issues with a customer-first mindset.

The role requires strong analytical skills, quick learning, and the ability to navigate evolving tech environments in a healthcare setting.

Qualifications

• 2+ years in a Level 2/second-line technical support role.
• Strong English communication skills.
• Experience with SaaS and on-premise applications.
• Ability to learn quickly and adapt to new technologies.
• Dental industry knowledge is a plus.

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.
• Explain issues and resolutions clearly to dental professionals.
• Document troubleshooting steps and resolutions in real time.
• Escalate issues to engineering or product teams with context.
• Stay current with platform changes and integrations.
• Create and maintain knowledge base articles and self-service content.
• Collaborate with colleagues and cross-functional teams.
• Demonstrate professionalism and a customer-first mindset.

Skills

Communication skills

Logical reasoning

Time management

Multitasking

Customer focus

Education

High School Diploma

Degree preferred

Tools

CRM systems

SQL databases

Web tech stacks

Job description

Carestream-Dental 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 apps. You will assist customers via chat, email, and calls, documenting steps and resolving issues with a customer-first mindset.

The role requires strong analytical skills, quick learning, and the ability to navigate evolving tech environments in a healthcare setting.