Technical Support Analyst – SaaS & Dental Platforms

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 performance bonus

Job summary

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

You will act as an escalation point, handle inquiries via chat, email, and phone, and collaborate with engineering and product teams to resolve issues. Strong problem‑solving and knowledge of Windows, networks, and SQL preferred.

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 and systems quickly

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

Communication skills

Analytical reasoning

Troubleshooting

Time management

Professional phone presence

Education

High School Diploma or equivalent

Bachelor's degree preferred or equivalent experience

Tools

CRM systems

Microsoft SQL

Windows OS

Job description

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

You will act as an escalation point, handle inquiries via chat, email, and phone, and collaborate with engineering and product teams to resolve issues. Strong problem‑solving and knowledge of Windows, networks, and SQL preferred.