Software Support Specialist Lead

A-dec Inc.•Oregon, OH

36d

About The Position

The Software Support Specialist Lead (SSS Lead) leads an software support team that provides advanced technical support for A-dec's growing portfolio of software products. The SSS Lead will act as a player-coach and will guide, mentor, and lead the team while also serving as a subject matter expert on software functionality and troubleshooting. This role requires a results-driven, detail-oriented, and customer-focused individual who can effectively collaborate with leaders across A-dec.

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.
Proficient in utilizing available resources to resolve issues.
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.
5+ years in technical or software support, preferably in a Tier 2 capacity.
2+ years of experience in an informal leadership role, such as mentoring, training, or project management.
Training or certification in software QA.
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.

Nice To Haves

Training or certification in IT support is desired.
Background in dental or medical device software is a plus.
Experience supporting IoT systems where MQTT is used for device-to-cloud and cloud-to-device communications 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

Leads, mentors, and trains a team of SSS, fostering a high-performance, customer-focused culture.
Serves as the main point of escalation for complex and high-priority software support incidents, providing guidance and expertise to resolve them.
Support registration and white glove onboarding for new software users.
Develops and implements strategies to improve the efficiency of software support operations, such as response times and customer satisfaction metrics.
Leads 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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