Provide advanced technical and application support for SaaS and on-premise dental practice systems. Troubleshoot operating systems, browsers, networks, cloud services, integrations, and legacy platforms; resolve escalations; communicate solutions to dental professionals; document issues; create knowledge resources; identify recurring problems and automation opportunities; and collaborate with engineering, product, and cross-functional teams.
Job Summary & Responsibilities
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
Required Skills & Experience
Core Competencies
- Strong verbal and written communication skills in English
- Logical reasoning and analytical problem-solving ability
- Ability to explain technical issues to non-technical users
- Effective time management and multitasking in live support environments
- Professional phone presence and strong listening skills
Technical Skills
- Support of modern SaaS platforms and select on‑premise applications using legacy technology stacks
- Web-based application architecture
- Windows client and server operating systems (current versions)
- Browser-based troubleshooting
- Basic networking concepts (DNS, connectivity, firewalls, latency)
- Integrated local and cloud application environments
- CRM and support ticketing systems
- Databases and Microsoft SQL (desirable)
- Web technologies and modern application stacks (advantage)
Domain Knowledge (Preferred)
- Dental terminology and practice workflows
- Dental insurance processing fundamentals
- Financial and billing concepts relevant to healthcare
- Experience working in regulated healthcare environments (plus)
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
Total Target Compensation: $48,000 - $52,000 USD, annually, which includes a base salary and target variable incentive. Actual compensation will be determined based on factors such as skills, experience, and qualifications.
Similar Jobs
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Lead design, build, and deploy of large-scale data platforms for LLMs, RAG, and agentic AI systems. Hands-on coding, architecting fault-tolerant pipelines, establishing MLOps/DataOps best practices, mentoring engineers, and operationalizing research into production across Exabyte-scale distributed systems.
Top Skills:
AirflowAWSBigQueryDaskDevsecopsDockerFlinkGCPGoJvmKafkaKubeflowKubernetesLangchainLlamaindexLlmsMlflowOciPulsarPythonRetrieval-Augmented Generation (Rag)RustSagemakerSnowflakeSparkVertex Ai
Other • Utilities
Prospect for and acquire new small-business customers through cold calling, networking, and lead generation. Analyze customer needs, recommend wireless products and services, negotiate contracts, and close sales. Manage the sales funnel, report activity and forecasts, maintain customer relationships, and grow the assigned territory while meeting or exceeding monthly sales targets.
Top Skills:
Data ServicesSales Force Automation SoftwareWireless Telecommunications
Other • Utilities
Acquire new small and medium-sized business accounts through prospecting, cold calling, networking, referrals, and solution-based selling. Analyze customer needs, recommend wireless products and services, negotiate deals, close business, manage sales funnels, and report sales activity and forecasts. Participate in training and develop skills under sales leadership. The role covers potential future opportunities in the New York and New Jersey areas.
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
