Note: The job is a remote job and is open to candidates in USA. Carestream Dental provides dental technology solutions, and it is seeking a Technical Support Analyst to deliver advanced technical support and customer service for global dental customers. The role troubleshoots SaaS, on-premise, integrated, cloud, network, and legacy environments; handles escalations; communicates with dental professionals; documents resolutions; and contributes to knowledge management and automation initiatives.
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
- 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
- Strong logical problem-solving skills
- Rapid learning ability
- Comfort working across mixed technology environments that evolve over time
Company Overview