Software Support Specialist I

At A-dec, we do more than create the highest quality products and services for the dental industry; we strive to deliver a superior employment experience for each of our team members. With an environment that encourages and assists each person in developing to their highest potential, a career at A-dec is incredibly rewarding. ## Overview The Software Support Specialist (SSS) I addresses and troubleshoots complex software problems and issues. This role serves as a trusted partner to internal teams, dealer partners, and end users, ensuring accurate configuration, troubleshooting, and resolution of complex software issues while maintaining a strong focus on customer satisfaction with A-dec software solutions. **JOB DUTIES AND RESPONSIBILITIES:** - Delivers responsive, multi‑channel technical support (phone, chat, email) for software products. - Diagnoses and resolves advanced SaaS and connectivity issues. - Assists with registration and white glove onboarding for new software users. - Provides demo support for sales and training teams. - Assists with new release support activities including training of internal teams, testing & awareness, and sales communication. - Acts as a liaison between product teams and customers to ensure feedback is captured and acted upon. - Maintains and updates Knowledge Base content, decision trees, and error‑message guides; ensures accuracy before and after software releases. - Educates dealer partners and internal teams to raise software Installation Qualification (IQ) across the organization. **QUALIFICATIONS:** **Knowledge, Skills, and Abilities** - Exhibits advanced verbal and written communication skills to effectively interact with customers, team members, and leadership; ability to explain technical concepts to non‑technical users. - Advanced understanding of network technologies, protocols (HTTP/S, MQTT), RESTful APIs, and tools (Bruno, Postman) for diagnosing connectivity issues between web & mobile applications and cloud-based services. - Expertise with the iOS and Android platforms and an understanding of how they differ in functionality and user experience. - Proficient with common operating systems such as Linux, macOS, and Windows. - Proficient in utilizing available resources to resolve issues. - Knowledge in verifying and configuring wireless network settings, such as SSIDs, security types (WPA2, WPA3), and DHCP settings - Familiarity with CRM systems, ticketing platforms, and remote support tools. - Collaborative team player with a positive attitude. - Ability to manage priorities and meet deadlines in a fast‑paced environment. **Education and Experience** - 3+ years in technical or software support, preferably in a Tier 2 capacity. - Training or certification in software QA. - Training or certification in IT support is desired. - Experience supporting SaaS platforms or cloud-based applications. - Experience working in a cross-functional environment with product, sales, and training teams. - Experience using Python and TypeScript to interact with APIs is desired. - Experience supporting IoT systems where MQTT is used for device-to-cloud and cloud-to-device communications is a plus. - Background in dental or medical device software is a plus. - Coursework towards an associate or bachelor’s degree in a technical field like computer science, information technology, or related technical field is desired, and can be used as an offset for some of the required years of experience. **Disclaimer** This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not to be construed as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. A-dec reserves the right to assign job duties and days and hours of work based on factors such as workload requirements, staffing levels, and customer demands. At A-dec, we value our people and show it by prioritiz…