Technical Support & Implementation Specialist

Job Description:

Dental practices rely on Archy to run their business every day, and a great experience starts well before their first day live. As a Technical Support & Implementation Specialist, you'll get practices technically ready for launch and support them once they're up and running, so every step of the move to Archy feels smooth and well cared for.

You'll split your time between launch readiness (imaging, hardware, phone systems and data backups) and live technical support across computers, imaging software and Archy's platform. Either way, practices will count on you, so we're looking for someone who cares as much about how the customer feels as about solving the problem.

Job Responsibilities:

* Launch Readiness: Work with practices and our Onboarding team to prepare each practice's workstations, imaging software, sensors and POS hardware for launch.

* Server Backups & Data Mapping: Coordinate initial and final server backups across Practice Management Systems (PMS), using virtual machines to support accurate data mapping.

* Communication System Transitions: Manage phone and communication transitions, including DNS support, Twilio campaigns and vendor integrations, working directly with practices and preferred vendors.

* Go-Live Support: Provide scheduled sensor installs and go-live support so practices feel confident on their first day with Archy.

* Escalated Technical Support: Own escalated IT support for live practices across chat, text, email, phone and AI channels, keeping practices informed until each issue is resolved. When an issue needs Engineering, Onboarding, Migrations or Customer Support, bring in the right team and stay the practice's point of contact.

* Imaging & Hardware Troubleshooting: Respond quickly and carefully to imaging, sensor and hardware issues, because downtime affects a practice's patients and revenue. Remote in with AnyDesk and walk doctors and staff through fixes by phone with patience and clear explanations.

* Continuous Improvement: Find gaps in internal and external training and setup resources and help create content to fill them. Gather customer feedback and advocate for practice needs across teams.

* AI-Driven Workflows: Use AI tools in your daily work to troubleshoot faster, document solutions and improve how practices get support.

* Autonomy & Ownership: Own your day and your domain. You'll work with a lot of autonomy, spot problems early and decide how to solve them.

Job Requirements:

* 3+ Years in SaaS Support or Implementation: You have experience in technical support, implementation or onboarding at a SaaS company.

* Customer-First Mindset: You take ownership, communicate proactively and judge success by how the customer feels afterward.

* Dental Imaging Familiarity: You know dental imaging software and hardware such as Carestream, DentiMax, Dexis, DigiDoc, Jazz and NanoPix.

* Remote Desktop Support: You have experience providing remote support with AnyDesk.

* Organization & Accountability: You can manage multiple launches, competing deadlines and a high volume of work without losing track of details.

* Curious Problem Solver: You enjoy technical problems with lots of variables. You don't need to be a technical wizard, but you like learning new technologies and digging in to find solutions.

* AI & Automation: You use AI tools and automation to move faster and keep raising the bar on how we operate.

* Nice to Have: Dental industry experience, whether in a practice, with dental IT or software, or with imaging vendors. Working knowledge of phone systems, DNS or telecom integrations.

* Location & Schedule: This is a full-time role with a schedule mainly aligned to Pacific business hours. Once you're fully onboarded and trained, you'll occasionally work evenings and weekends to support customer migrations and practice launches. Weekend work is scheduled based on business needs.

What We Offer:

* Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family, plus Spring Health and One Medical access.

* Competitive Compensation: Base pay and equity, 401(k) with company match, and performance-based incentives (bonus or commission eligibility by role).

* Flexibility & Remote Support: A remote-friendly culture that values flexibility and time to rest and recharge, with home office support and time-off benefits varying by role.

* Team Connection: Annual all-company offsites to collaborate and connect in person.