About Us
We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. If the profile below sounds like you - let’s talk!

POSITION OVERVIEW:

The Technical Support Operations Specialist plays a crucial role in maintaining and optimizing the technical support infrastructure. This role is responsible for managing Intercom workflows, API integrations, and troubleshooting technical issues related to support systems. The specialist will also collaborate cross-functionally with product, development, and support teams to ensure seamless operations and improve the user experience. This is a highly technical position requiring hands-on experience with APIs, workflow automation, and support tools, along with strong communication and problem-solving skills.
Roles and Responsibilities

What You’ll Love About Us

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
• Company sponsored Life, Disability & AD&D
• Mental Health support programs
• Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
• Tuition Reimbursement program
• Flexible work location: remote or hybrid, if local to Pleasant Grove, U

DISTINCT RESPONSIBILITIES FROM THE CURRENT TEAM

• Holistic Oversight: Unlike other team members focused on specific tasks, this role provides a comprehensive view of support system operations.
• Strategic Focus: Responsible for driving efficiency improvements across the support tech stack rather than solely addressing immediate issues.
• Cross-Departmental Impact: Acts as the main liaison for technical support needs across various teams.
• Incident Ownership: Serves as the key point of contact for critical outages and escalations.

WHAT YOU’LL NEED TO GET THE JOB DONE:

• 2+ years of experience in technical support, system administration, or a related field.
• Expertise in Intercom, including workflow management and integrations.
• Strong proficiency with APIs, custom actions, and troubleshooting integration issues.
• Knowledge of coding languages (e.g., JavaScript, Python) for debugging and minor development tasks.
• Experience working with cross-functional teams in product, development, and support.
• Ability to handle urgent, high-priority issues effectively.
• Strong problem-solving skills and a proactive, solution-oriented approach.
• Experience managing support tools like Jira, Salesforce (SFDC), and other support management platforms.

What Will Make Us Really Love You

• Experience with Zoom phone administration and workforce management software.
• Familiarity with BPO (partner) management tools and best practices.
• Understanding of customer success metrics and strategies for optimizing support operations.

What You’ll Love About Us

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
• Company sponsored Life, Disability & AD&D
• Mental Health support programs
• Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
• Tuition Reimbursement program
• Flexible work location: remote or hybrid, if local to Pleasant Grove, UT

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