Application Support Specialist

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Health Tech, Artificial Intelligence, DentistryIndustries

Requirements

Candidates must have at least 2 years of demonstrated SaaS technical support experience, preferably in a startup or high-growth environment. A proven ability to deliver exceptional customer support and resolve complex technical issues is required, along with strong documentation, multitasking, and organizational skills. Analytical and methodical problem-solving abilities, comfort with ambiguity and shifting priorities, and the capacity to become a product expert are essential. Proficiency with CRM and ticketing tools such as HubSpot, Zendesk, Salesforce, or Jira is necessary, as is experience writing SQL queries and interpreting system logs. Familiarity with collaboration tools like Slack, Google Workspace, and Confluence is also required. Experience in the dental field is a plus.

Responsibilities

The Application Support Specialist will deliver tier 1 and tier 2 support to end users via phone and email, troubleshooting technical and user-facing issues. They will triage the support queue, manage day-to-day ticket workflows, and monitor SLA response times, driving improvements as needed. This role involves analyzing support trends to inform process, product, and documentation enhancements, as well as creating and maintaining internal and external support documentation. The specialist will collaborate cross-functionally with Product and Engineering teams to resolve client-reported bugs and installation issues, and maintain a strong understanding of VideaHealth products and workflows. They will also support the Customer Success team on technical deliverables and escalations.

Skills

SaaS technical support

Customer support

Troubleshooting

Ticket management

Documentation

Collaboration

Dentistry

VideaHealth

AI solutions for dental diagnostic accuracy

About VideaHealth

VideaHealth focuses on improving dental care using artificial intelligence (AI) technology. The company provides tools that help dental service organizations (DSOs) and individual clinicians enhance their diagnostic accuracy and transparency in patient care. Their AI solutions integrate into existing dental practices, allowing professionals to make more precise diagnoses, which can lead to better treatment outcomes and increased patient satisfaction. VideaHealth differentiates itself by offering a subscription or licensing model for its services, ensuring a steady revenue stream while also providing demos to showcase their technology. The main goal of VideaHealth is to transform dental care by enhancing diagnostic capabilities and building trust between patients and their dental providers.

Boston, MassachusettsHeadquarters

2018Year Founded

$25.8MTotal Funding

SERIES_ACompany Stage

AI & Machine Learning, HealthcareIndustries

51-200Employees

Benefits

Fast paced and collaborative work culture in which you can gain experience, grow your technical skills and work on a wide variety of challenges over your time with us

A team led by a VP of Engineering who spent the first half of his career as an engineer who understands what engineers need to thrive and whose mission is for Videa to be the best team you'll ever join.

Competitive pay and equity.

Agile organization where being senior translates to being a mentor and role model for others. We lead by example.

Technical challenges on the leading edge of innovation where software and machine learning

Risks

Emerging dental AI startups threaten VideaHealth's market share.

Regulatory challenges may arise with new AI algorithm introductions.

Dependence on DSOs poses risks if they switch to competitors.

Differentiation

VideaHealth offers the only FDA-cleared dental AI pediatric algorithm on the market.

The company collaborates with DSOs to enhance diagnostic accuracy and transparency.

VideaHealth integrates AI solutions seamlessly into existing dental practices.

Upsides

Partnerships with DSOs like Heartland Dental expand VideaHealth's market reach.

The rise of personalized dental care aligns with VideaHealth's AI tool development.

Increasing 3D dental imaging adoption offers expansion opportunities for VideaHealth's AI capabilities.

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