Technical Support Specialist

Pearly • Atlanta, GA

11h

About The Position

The Role Pearly is modernizing dental billing and payments for thousands of dental offices across the country (DSOs, dental groups, and independent practices). We're on a mission to help dental practices save time and get paid faster, while providing patients with a transparent, modern, and convenient way to understand and pay for dental care from pre-visit through post-visit. We're a growth-stage company with strong product-market fit serving over 2,500 offices and a small, high-caliber team that moves fast and builds things the right way. As we scale, we're looking for a Technical Support Engineer who can own the customer support experience broadly handling everything from day-to-day support to technical troubleshooting, thriving in a small-team environment where flexibility and ownership go hand in hand. This is a role for someone who takes ownership, acts with high integrity, moves fast, and is energized by both helping customers and solving the harder problems underneath the surface. If you're looking for a place where the playbook is still being written and your work has direct impact, this is it.

Requirements

• Hungry and Professional. You're energized by solving customer problems, comfortable jumping on the phone, and just as motivated by the process of finding a solution as by resolving it.
• 2–5 years of experience supporting technical B2B SaaS products, with direct exposure to integrations, APIs, or data sync troubleshooting
• Comfort working at the integration and data layer (full engineering experience not required) — reading sync logs, basic scripting to resolve known issues
• Experience with support platforms (Zendesk or similar) and a track record of improving support operations, not just executing within them
• Strong written and verbal communication skills. Clear, concise, and customer-friendly across tickets, documentation, and internal write-ups.
• Willing to roll up your sleeves. You will operate with a high degree of autonomy and take ownership of the support queue and team scalability

Nice To Haves

• Familiarity with payments infrastructure and financial/accounting terminology a plus
• Based in Atlanta with periodic travel to Santa Barbara

Responsibilities

• Support Queue & Customer Experience Be a primary owner of the support queue alongside team members, handling the full range of incoming tickets and escalations with speed and care
• Deliver clear, empathetic communication that makes the experience feel effortless for dental office and DSO customers
• Triage, prioritize, and resolve issues across billing, payments, and integration topics
• Technical Escalations & Integration Management Diagnose root cause on integration sync failures across Pearly's practice management and payment partners
• Run scripts to resolve known sync issues, triage failure sources, and manage tickets internally and/or with vendors
• Work with engineering over time to build internal tooling and processes that reduce recurring integration issues, moving the team from reactive to proactive
• Onboarding & Implementation Support Assist with selection, implementation, and ongoing maintenance of Pearly's support platform
• Establish and track metrics that measure and improve support speed, resolution quality, and customer satisfaction
• Create internal and external documentation and knowledge base that scales team capability and enables customer self-serve support.
• Support Platform & Process Building Assist with technical setup of integrations and payments for new accounts
• Ensure smooth, accurate configurations from day one, troubleshooting any setup issues and escalating when needed
• AI Tooling & Engineering Collaboration Use AI tools including Claude Code to accelerate diagnosis, automate repetitive workflows, and draft high-quality engineering tickets that move fast through the queue
• Contribute to a culture of AI-enabled support. We expect this role to be at the forefront of applying new tools effectively

Benefits

• Competitive salary, equity, and healthcare benefits
• Meeting-light culture
• Work with an A+ smart and passionate team
• Flexible vacation/time-off policy
• Opportunity to make your mark at an accelerating company with great product-market fit

What This Job Offers

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