Senior Technical Support and Integrations Manager

Senior Technical Support and Integration Manager is a dual role that demands both deep technical mastery of how a SaaS platform like Diagnocat works and outstanding, client-facing communication for a demanding US market of dentists, DSOs, and key opinion leaders (KOLs). At Diagnocat, exceptional communication is as important as technical depth.You will be the person we trust to join a high-stakes customer meeting alongside company leadership, calm an upset customer, quickly distinguish user error from a genuine technical fault, and drive complex issues to resolution. Equally, you will be the engineer who can independently evaluate a complicated escalation, judge whether it is truly complex or simply mishandled, and ensure tickets never languish - a ticket open 100+ days should not happen on your watch.This is a US-based, fully remote role. US work authorization is required, because the role is client-facing with US dental practices and DSOs and operates in US time zones.

What You’ll Do

• Act as the senior escalation point and regional senior engineer for the Americas, independently evaluating complex escalations across the web app, desktop app (Diagnocat Imaging), integrations, and cloud infrastructure.
• Join customer meetings alongside US leadership - including with demanding doctors, DSOs, and KOLs - handling upset customers with professionalism, communicating proactively and consistently, and clearly distinguishing user error from technical error.
• Own and drive tickets to resolution, monitoring dashboards and queues to ensure no ticket is neglected and long-open tickets do not accumulate.
• Support large enterprise integrations for multi-location DSOs - including national networks with 100+ centers nationwide - together with the global integrations manager.
• Lead end-to-end integration sessions: install Diagnocat Imaging, activate and test the Diagnocat Panel in the customer’s PMS, and configure image uploads and acquisition across CBCT, pano, and intraoral X-ray per workstation.
• Configure and troubleshoot connectors (shared folder, PACS, bridge, TWAIN) and integrations with dental imaging software (e.g., Dexis, Sidexis, Carestream, Romexis, Vatech) and practice management systems (e.g., Dentrix, Eaglesoft, Open Dental, Curve, Denticon), including DICOM/PACS workflows and image acquisition.
• Coordinate with development teams on escalated tickets, following structured escalation protocols (such as the Partner API escalation flow and the SQE/QA pre-check workflow), and relay clear updates back to clients.
• Handle Partner API escalations - collecting failing requests, trace IDs, and endpoints, and working with the API development team through to resolution.
• Perform proactive error monitoring (e.g., in Sentry/Grafana) and reach out to customers before they file a ticket.
• Mentor and coach the regional support team, elevating troubleshooting quality, product knowledge, and integration standards.
• Work day-to-day in Jira and HubSpot, and collaborate closely with US country leadership and Customer Success.
• Record personalized post-integration walkthrough videos and maintain internal documentation and playbooks., * A* senior, high-visibility role* working directly with US leadership and a global team.
• A fast-growing, innovative company at the forefront of AI in dentistry.
• Professional growth working with a cutting-edge product and an experienced, international team.

Apply by sending your resume and a short note (in English) explaining why you’re the right person for this role to jobs@diagnocat.com. We review applications on a rolling basis.

• 5+ years in technical support, integration, or customer-facing engineering roles, ideally with senior or escalation-level responsibility.
• Deep, hands-on understanding of how a SaaS application works end to end: web applications, desktop applications, client-server architecture, network protocols, APIs, and cloud infrastructure.
• Proven ability to troubleshoot complex technical issues independently and to judge whether an escalation is genuinely complex or has been mishandled.
• Exceptional English communication skills - able to stay composed with demanding or upset customers, communicate proactively, and represent Diagnocat credibly in senior client meetings.
• Experience with ticketing and CRM tools such as Jira and HubSpot.
• Comfort working with logs, browser DevTools, DICOM/PACS concepts, and image acquisition workflows.
• A proactive, results-driven mindset with strong ownership and follow-through.

Preferred

• Experience in MedTech, dental tech, or healthcare SaaS
• Familiarity with dental imaging software (Dexis, Sidexis, Carestream, Romexis) and dental PMS platforms (Dentrix, Eaglesoft, Open Dental).
• Working knowledge of DICOM, PACS, TWAIN, and imaging connectors/bridges.
• Experience supporting DSOs or other multi-location enterprise customers.
• Spanish language skills (a plus, not a requirement).

Diagnocat is a global leader in AI-powered dental technology, revolutionizing how dental professionals diagnose, plan treatments, and communicate with patients. Founded in 2017 by Dr. Alex Sanders - a prosthodontist who brings over 23 years of experience in the dental field and business education from Harvard - Diagnocat is powered by a simple yet profound mission: to make dentistry error-free, one scan at a time.

Our cloud platform uses AI to analyze 2D and 3D dental images - intraoral X-rays, panoramic X-rays (OPGs), and CBCT scans - producing diagnostic reports on over 60 conditions and anatomical structures in 3D and 40+ in 2D, and converting CBCT data into 3D STL models for treatment planning.

Today, Diagnocat is an award-winning solution - recognized with the 2024 Cuspies award for Best New Imaging Product - operating in over 50 countries, with more than 10 million teeth screened worldwide. With FDA 510(k) clearance for Diagnocat in the United States, we are bringing our technology to US dental practices and DSOs, and we are expanding our US team. We are a diverse global group of dentists, scientists, and engineers driving innovation in digital dentistry.

This is not a support queue role. You will serve as the most senior technical support and escalation authority for the Americas.