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 using SaaS platforms and select on-premise applications. The role handles complex troubleshooting and escalations, communicates with dental professionals, documents resolutions, and contributes to knowledge management and continuous improvement 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 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
- 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
- High School Diploma or equivalent required
- 2+ years' experience in a Level 2 / second-line technical support role
- Demonstrated ability to learn new technologies and systems quickly
- Databases and Microsoft SQL (desirable)
- Web technologies and modern application stacks (advantage)
- Dental terminology and practice workflows
- Dental insurance processing fundamentals
- Financial and billing concepts relevant to healthcare
- Experience working in regulated healthcare environments (plus)
- Degree-level education or equivalent experience preferred
Company Overview