Technical Support & Implementation Specialist

Archy

3d • $60,000 - $70,000 • Remote

About The Position

Archy is a Series C vertical SaaS company providing dental practice management software and AI tools. The Technical Support & Implementation Specialist prepares dental practices technically for launch and supports them after they go live. The role divides time between launch readiness—including imaging, hardware, phone systems, and data backups—and live technical support for computers, imaging software, and Archy’s platform. The specialist is expected to solve technical issues while providing a thoughtful customer experience.

The role works with practices, the Onboarding team, preferred vendors, and internal teams to prepare equipment and systems, coordinate backups and data mapping, manage communication transitions, and support launches. It also owns escalated technical support for live practices, resolves imaging and hardware issues remotely, contributes to training and setup resources, gathers customer feedback, and uses AI tools to improve troubleshooting and support workflows.

This is a full-time, remote-friendly role with a schedule mainly aligned to Pacific business hours. After onboarding and training, occasional evening and weekend work is expected to support customer migrations and practice launches; weekend work is scheduled based on business needs.

Requirements

• At least 3 years of experience in technical support, implementation, or onboarding at a SaaS company.
• Customer-first approach, with ownership, proactive communication, and attention to the customer’s experience.
• Familiarity with dental imaging software and hardware such as Carestream, DentiMax, Dexis, DigiDoc, Jazz, and NanoPix.
• Experience providing remote support with AnyDesk.
• Ability to manage multiple launches, competing deadlines, and high work volume while maintaining attention to detail.
• Curiosity and aptitude for learning technologies and solving technical problems with multiple variables.
• Experience using AI tools and automation to improve speed and operations.
• Availability for a schedule mainly aligned to Pacific business hours, with occasional evenings and weekends after onboarding and training for migrations and launches.

Nice To Haves

• Dental industry experience in a dental practice, dental IT or software, or with imaging vendors.
• Working knowledge of phone systems, DNS, or telecom integrations.

Responsibilities

• Work with practices and the Onboarding team to prepare workstations, imaging software, sensors, and POS hardware for launch.
• Coordinate initial and final server backups across Practice Management Systems and use virtual machines to support accurate data mapping.
• Manage phone and communication system transitions, including DNS support, Twilio campaigns, and vendor integrations.
• Provide scheduled sensor installations and go-live support.
• Own escalated IT support for live practices through chat, text, email, phone, and AI channels, keeping practices informed through resolution.
• Coordinate with Engineering, Onboarding, Migrations, or Customer Support when issues require their involvement, while remaining the practice’s point of contact.
• Troubleshoot imaging, sensor, and hardware problems; use AnyDesk for remote support and explain fixes to doctors and staff by phone.
• Identify gaps in internal and external training and setup resources and help create content to address them.
• Gather customer feedback and advocate for practice needs across teams.
• Use AI tools to troubleshoot, document solutions, and improve support workflows.
• Manage work autonomously, identify problems early, and determine how to address them.

Benefits

• Comprehensive medical, dental, and vision coverage for the employee and family.
• Access to Spring Health and One Medical.
• Base pay and equity.
• 401(k) with company match.
• Performance-based incentives, with bonus or commission eligibility varying by role.
• Remote-friendly culture that values flexibility and time to rest and recharge.
• Home office support, with details varying by role.
• Time-off benefits, with details varying by role.
• Annual all-company offsites to collaborate and connect in person.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed