Technical Support Analyst

Provide advanced technical and application support for SaaS and on-premise dental practice systems. Troubleshoot operating systems, browsers, networks, cloud services, integrations, and legacy platforms; resolve escalations; communicate solutions to dental professionals; document issues; create knowledge resources; identify recurring problems and automation opportunities; and collaborate with engineering, product, and cross-functional teams. The summary above was generated by AI Job Summary & Responsibilities

The Technical Support Analyst delivers advanced technical support and customer service to a global dental customer base across a portfolio of modern SaaS platforms and select on-premise applications, including solutions built on legacy technology stacks. This role blends technical troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations.

Analysts serve as both an escalation point for complex issues and a frontline support resource for designated customer groups, assisting customers via chat, email, and inbound/outbound phone calls. Success in this role requires strong logical problem-solving skills, rapid learning ability, and comfort working across mixed technology environments that evolve over time., * 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

Continuous Improvement & Collaboration

• 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, Operates and maintains unmanned aircraft systems in remote and austere environments. Plans missions, briefs customers, monitors weather and airspace requirements, delivers flight and payload data, analyzes mission results, and completes reports. Performs system testing, troubleshooting, maintenance, inventory control, and customer support while coordinating with subject matter experts. Requires frequent deployment, physical outdoor work, an active Secret DoW clearance, and an FAA Class 2 medical certificate. Top Skills: Faa Class 2 Medical CertificateIntegratorNetworkingNotamsRq-21ScaneagleSpinsUnmanned Aircraft Systems (Uas) Boeing

UAS Operator 3 (Remote/Deployed)

2 Hours Ago In-Office or Remote Mid level Mid level Aerospace * Information Technology * Software * Cybersecurity * Design * Defense * Manufacturing Operate and maintain unmanned aircraft systems during customer missions, including preflight planning, mission execution, full-motion video and payload data delivery, post-mission reporting, troubleshooting, maintenance, inventory control, and customer coordination. The role requires frequent deployment to remote or austere environments for four-to-six-month assignments, extensive travel, physical work outdoors, and an active Secret Department of War clearance. Top Skills: Faa Class 2 Medical CertificateIntegratorNotamsRq-21ScaneagleSpinsUas

What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

Core Competencies

• 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

Technical 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)

Domain Knowledge (Preferred)

• Dental terminology and practice workflows
• Dental insurance processing fundamentals
• Financial and billing concepts relevant to healthcare
• Experience working in regulated healthcare environments (plus), * High School Diploma or equivalent required
• Degree-level education or equivalent experience preferred
• 2+ years’ experience in a Level 2 / second-line technical support role
• Demonstrated ability to learn new technologies and systems quickly

Handle inbound calls and warm leads, assess customers’ insurance needs, recommend appropriate property and casualty coverages, and convert prospects into policyholders. The role includes paid training and licensing, customer consultation, sales closing, brand representation, and adherence to remote-work requirements. Representatives must work four weekdays and one weekend day on assigned shifts and maintain a dedicated workspace with reliable wired high-speed internet. Top Skills: PcWired High-Speed Internet Boeing