Senior Support Engineer
Overjet
full-time
Posted on:
Location Type: Hybrid
Location: Salt Lake City • Utah • United States
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Job Level
Tech Stack
About the role
- Provide support to our dental practice customers by handling inquiries, troubleshooting issues, and advising on best practices
- Assist with customer requests presented by our Implementation, Integrations, and Customer Success Management teams
- Demonstrate a proactive, responsive, and solution-based approach to enhance customer relations via support tickets, calls, and emails
- Responsible for interpreting and resolving user questions concerning system use, and user behavior within clinics
- Exercise independent judgment to determine the root cause of the issue and find a resolution
- Manage resolution process including escalations of possible bugs to Practice Engineering Team
- Resolution of various issues that are deemed not necessary for escalation to the Practice Engineering Team
- Assist Practice Customer Success teams in completing customer tasks such as system configurations and user management
- Identify and implement opportunities for increased operational efficiencies with clinic onboarding & support procedures to enhance client service delivery
Requirements
- BS/BA in Computer Science or a related field
- 3+ years of experience in a customer-facing technical position is required (ideally for a SaaS company)
- You have a passion for providing excellent customer service. Delighting customers comes naturally to you
- Strong ability to evaluate, troubleshoot, and follow-up on customer issues
- Strong written and verbal communication skills in English; including the ability to explain, present, and document complex technical processes and issues
- Strong understanding of Google applications, query tools, and database systems
- Familiarity with Python, Cloud Platforms (Google Cloud Platform, Azure, AWS etc.), and basic networking / IT knowledge
Benefits
- Competitive Compensation and Equity
- Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location
- 401k plans with a matching program
- Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
- Life and AD+D Insurance
- 8 weeks Paid Parental Leave
- Optional HSA with Employer contribution
- Flexible Time Off and company paid holidays
- Annual Learning and Development Stipend
- Work from Home Stipend
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Pythondatabase systemstroubleshootingsystem configurationsuser managementoperational efficienciescustomer servicetechnical supportSaaS experienceissue resolution
Soft skills
communication skillsproblem-solvingcustomer relationsindependent judgmentproactive approachresponsivenesssolution-based mindsetevaluation skillsfollow-up skillspassion for customer service
Certifications
BS in Computer ScienceBA in Computer Sciencerelated field degree