Technical Support Analyst, Dental SaaS & Escalations

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

Job summary

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

You will act as an escalation point, assist customers via chat, email, and phone, and collaborate with cross-functional teams to resolve issues while documenting steps and outcomes for knowledge bases.

Qualifications

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

Responsibilities

• Provide advanced technical and application support for SaaS products and select on-premise applications.
• Handle escalations from internal teams, partners, and stakeholders.
• Serve as frontline support for assigned customer groups.
• Document troubleshooting steps and resolutions in real time with customers.
• Escalate issues to engineering or product teams with clear documentation and context.

Skills

Communication

Problem solving

English

Time management

Phone etiquette

Education

High School Diploma

Degree preferred

2+ years experience in Level 2 support

Tools

CRM

Ticketing systems

SQL

Windows OS

Job description

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

You will act as an escalation point, assist customers via chat, email, and phone, and collaborate with cross-functional teams to resolve issues while documenting steps and outcomes for knowledge bases.