[Remote] Technical Support Analyst
Note: The job is a remote job and is open to candidates in USA. Carestream Dental is a company that provides advanced technical support and customer service to a global dental customer base. The Technical Support Analyst role involves troubleshooting and supporting SaaS platforms and on-premise applications, ensuring effective communication with dental professionals and maintaining documentation.
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
- High School Diploma or equivalent required
- 2+ years' experience in a Level 2 / second-line technical support role
- 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
- Databases and Microsoft SQL (desirable)
- Web technologies and modern application stacks (advantage)
- Demonstrated ability to learn new technologies and systems quickly
- Degree-level education or equivalent experience preferred
- Dental terminology and practice workflows
- Dental insurance processing fundamentals
- Financial and billing concepts relevant to healthcare
- Experience working in regulated healthcare environments (plus)
Company Overview