Technical Support Analyst, OrthoTrac

Carestream Dental; United States; On-site; USD 65,000 - 85,000; Full time

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 applications.

The role blends troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations.

Qualifications

• Strong technical troubleshooting and analytical skills.
• Excellent customer service and communication abilities.
• Fast learner with the ability to adapt to evolving tech environments.

Responsibilities

• Provide advanced technical and application support for SaaS products and select on-premise apps.
• Handle escalations from internal teams, partners, and stakeholders.
• Serve as frontline support for assigned customer groups via chat, email, and calls.
• Diagnose and resolve issues across operating systems, browsers, networks, and legacy platforms.
• Explain issues and resolutions clearly to dental professionals.

Skills

Technical troubleshooting

Customer service

Problem solving

Learning agility

Communication with professionals

Job description

The Technical Support Analyst delivers advanced technical support and customer service to a global dental customer base across a portfolio of modern SaaS platforms and select on‑premise applications, including solutions built on legacy technology stacks. This role blends technical troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations.

Analysts serve as both an escalation point for complex issues and a frontline support resource for designated customer groups, assisting customers via chat, email, and inbound/outbound phone calls. Success in this role requires strong logical problem-solving skills, rapid learning ability, and comfort working across mixed technology environments that evolve over time.

Key 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
• Diagnose and resolve issues across integrated environments, including operating systems, browsers, local systems, cloud services, networks, and legacy platforms
• 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

Continuous Improvement & Collaboration

• 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