[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