Troubleshoot complex dental imaging issues. Collaborate cross-functionally. Maintain high customer satisfaction.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
About SOTA Cloud
SOTA Cloud is a leading cloud-based dental imaging platform that helps dental practices manage, access, and share diagnostic images efficiently and securely. We are committed to delivering exceptional customer experiences through innovative technology and world-class support.
Position Summary
The Technical Support Specialist II serves as an advanced technical resource responsible for troubleshooting and resolving complex customer issues related to SOTA Cloud and integrated dental imaging technologies. This role requires strong technical aptitude, excellent communication skills, and the ability to independently investigate and resolve escalated support cases.
The ideal candidate has experience supporting dental imaging software, dental sensors, panoramic units, CBCT systems, or other dental technology solutions.
Responsibilities
- Provide advanced technical support to existing and prospective customers via phone, email, chat, and remote support sessions.
- Troubleshoot complex software, hardware, networking, and imaging-related issues.
- Investigate escalated cases and work cross-functionally with Implementation, Conversion, Product, and Engineering teams.
- Analyze application logs, device connectivity, image acquisition workflows, and system configurations.
- Support integrations with practice management systems and third-party imaging platforms.
- Document customer interactions, troubleshooting steps, and resolutions within HubSpot and internal ticketing systems.
- Assist Tier I team members with advanced troubleshooting and technical guidance.
- Identify recurring issues and contribute to process improvements, knowledge base articles, and training materials.
- Maintain expertise in SOTA Cloud features, updates, and industry best practices.
- Ensure timely resolution of support requests while maintaining high customer satisfaction.
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Qualifications
Required
- 3+ years of technical support experience in a customer-facing environment.
- Strong troubleshooting and problem-solving skills.
- Experience supporting Windows operating systems, networking, and remote desktop tools.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience using CRM and ticketing systems.
Preferred
- Experience working in the dental industry.
- Experience supporting dental imaging software and hardware.
- Knowledge of digital sensors, panoramic imaging systems, CBCT, TWAIN devices, and DICOM standards.
- Experience supporting dental practice management systems such as Dentrix, Eaglesoft, Open Dental, Curve, or CareStack.
- Familiarity with cloud-based SaaS applications and integrations.
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What Success Looks Like
- Consistently meets or exceeds SLA response and resolution goals.
- Demonstrates strong ownership of escalated customer issues.
- Maintains high customer satisfaction ratings.
- Contributes to team knowledge sharing and process improvements.
- Serves as a trusted technical resource for both customers and internal teams.
Why Join SOTA Cloud?
- Fully remote work environment
- Growing dental technology company
- Opportunity to work with cutting-edge cloud imaging solutions
- Collaborative and supportive team culture
- Career growth opportunities within Technical Support and Customer Success
SOTA Cloud is an Equal Opportunity Employer and values diversity in the workplace.
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