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A-dec Inc. · 1 month ago

Software Support Specialist II

Oregon - Newberg Campus

Full-time

Onsite

Senior Level

5+ years exp

A-dec Inc. is a company dedicated to creating high-quality products and services for the dental industry while providing a rewarding employment experience. The Software Support Specialist II will provide advanced technical support for A-dec’s software products, ensuring customer satisfaction and acting as a subject matter expert in software functionality and troubleshooting.

HardwareHealth CareManufacturing

Growth Opportunities

No H1B

Responsibilities

Delivers responsive, multi‑channel 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 error‑message guides; ensure accuracy before and after software releases

Educates dealer partners and internal teams to raise software Installation Qualification (IQ) across the organization

Qualification

Technical supportNetwork technologiesSaaS platformsIOSAndroidPythonTypeScriptCRM systemsCommunication skillsProblem-solving skillsTeam player

Required

5+ years in technical or software support, preferably in a Tier 2 capacity

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

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

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 problem‑solving 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 fast‑paced environment

Proficient in utilizing available resources to resolve issues

Preferred

Training or certification in IT support 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