Application Support Specialist

VideaHealth

full-time

Posted on: 9/12/2025

Origin: • 🇺🇸 United States

✨ AI Apply

JuniorMid-Level

CloudSparkSQL

About the role

Be the go-to expert supporting customers throughout their AI-powered dental care journey
Partner closely with the Customer Success team to ensure timely, thoughtful, and effective support
Deliver tier 1 and tier 2 support to end users via phone and email
Troubleshoot technical and user-facing issues; escalate complex bugs or feature requests to Product or Engineering as needed
Triage the support queue and manage day-to-day ticket workflows
Monitor SLA response times and drive improvements when bottlenecks occur
Analyze support trends to inform process, product, and documentation enhancements
Create and maintain internal and external support documentation
Collaborate cross-functionally to resolve client-reported bugs and installation issues
Maintain a strong understanding of VideaHealth products and workflows
Support the Customer Success team on technical deliverables and escalations

2+ years of demonstrated SaaS technical support experience, ideally in a startup or high-growth environment.
Proven ability to deliver exceptional customer support and resolve complex technical issues
Strong documentation, multitasking, and organizational skills
Analytical and methodical problem solver; calm under pressure
Comfortable navigating ambiguity and shifting priorities
Quick learner with the ability to become a product expert
Effective communicator and team player with strong self-direction
Experience in the dental field is a plus
Experience troubleshooting cloud-based or web application issues
Proficiency with CRM and ticketing tools (e.g., HubSpot, Zendesk, Salesforce, Jira)
Experience writing SQL queries and interpreting system logs
Comfortable using tools such as Slack, Google Workspace, Confluence, and other collaboration tools