Software Support Specialist I

A-dec Inc.•Newberg, OR

11d

About The Position

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.

Requirements

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.
3+ years in technical or software support, preferably in a Tier 2 capacity.
Experience supporting SaaS platforms or cloud-based applications.
Experience working in a cross-functional environment with product, sales, and training teams.

Nice To Haves

Training or certification in software QA.
Training or certification in IT support is desired.
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.

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.