Software Support Specialist II
About The Position
The Software Support Specialist (SSS) II provides advanced technical support for A-dec's growing portfolio of software products. 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. The position serves as a subject matter expert for software functionality, release readiness and demonstrates a passion for customer success.
Requirements
- Exhibits advanced verbal and written communication skills to effectively interact with customers, team members, and leadership; ability to explain technical concepts to nonâtechnical users.
- Expert 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.
- Expert knowledge in verifying and configuring wireless network settings, such as SSIDs, security types (WPA2, WPA3), and DHCP settings.
- Expert analytical and problemâsolving skills with attention to detail.
- Highly proficient with common operating systems such as Linux, macOS, and Windows.
- Familiarity with CRM systems, ticketing platforms, and remote support tools.
- Collaborative team player with a positive attitude.
- Ability to manage multiple priorities and meet deadlines in a fastâpaced environment.
- Proficient in utilizing available resources to resolve issues.
- 5+ years in technical or software support, preferably in a Tier 2 capacity.
- Training or certification in software QA.
Nice To Haves
- Training or certification in IT support is desired.
- Experience supporting SaaS platforms or cloud-based applications.
- Experience using Python and TypeScript to interact with APIs.
- Experience working in a cross-functional environment with product, sales, and training teams.
- 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, multiâchannel technical support (phone, chat, email) for software products.
- Diagnoses and resolves complex SaaS and connectivity issues.
- Leads registration and white glove onboarding for new software users.
- Provides demo support for sales and training teams.
- Leads 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 errorâmessage guides; ensure accuracy before and after software releases.
- Educates dealer partners and internal teams to raise software Installation Qualification (IQ) across the organization.
Benefits
- At A-dec, we value our people and show it by prioritizing an inclusive culture, total well-being, and opportunities for learning and career advancement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Miscellaneous Manufacturing
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
