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A-dec Inc. · 11 hours ago

Software Support Specialist Lead

Newberg, OR

Full-time

Onsite

Senior Level

5+ years exp

A-dec Inc. is dedicated to creating high-quality products and services for the dental industry while offering a rewarding employment experience. The Software Support Specialist Lead will lead a software support team, provide advanced technical support, and act as a mentor while ensuring effective collaboration across the company.

HardwareHealth CareManufacturing

Growth Opportunities

No H1B

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 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 support leadershipNetwork technologies expertiseSoftware troubleshootingSaaS platform supportPython programmingTypeScript programmingWireless network configurationAnalytical skillsProblem-solving skillsCommunication skillsTeam collaborationTime management

Required

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

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 fast‑paced 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

Preferred

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