Technical Support Specialist

Own the daily support queue and handle incoming tickets end to end Correspond with dental office and DSO customers via email, chat, and phone Triage, prioritize, and resolve billing, payment, and integration issues Diagnose root causes of integration sync failures across practice management and payment partners Work with engineering to build internal tooling and processes that reduce recurring integration issues Serve as the go-to technical resource for Sales and Customer Success Translate technical and integration issues into plain language Partner with Customer Success and Sales throughout the customer lifecycle Assist with technical setup of integrations and payments for new accounts Troubleshoot setup issues and elevate when needed Use AI tools including Claude Code to accelerate diagnosis, automate repetitive workflows, and draft engineering tickets Contribute to AI-enabled support practices Meet support metrics including response time, resolution time, CSAT, escalation accuracy, and queue health Requirements 2–5 years of experience supporting technical B2B SaaS products Daily ownership of a support queue Direct exposure to integrations, APIs, or data sync troubleshooting Comfortable serving as the primary point of contact across email, chat, and phone Comfort working at the integration and data layer Ability to read sync logs Basic scripting to resolve known issues Experience with support platforms such as Pylon, Zendesk, or similar Track record of improving support operations Strong written and verbal communication skills High degree of autonomy and ownership Familiarity with payments infrastructure and financial/accounting terminology is a plus Based in Atlanta with periodic travel to Santa Barbara Core Competencies Demonstrates expertise in technical support for B2B SaaS products, with a focus on integration troubleshooting, customer communication, and operational improvement. Proficient in using support platforms and AI tools to enhance service delivery and efficiency. Highest-signal resume keywords Technical Support for B2B SaaS Products Integration Troubleshooting Customer Communication Support Platform Experience AI Tool Utilization ATS Optimization Keywords Hard Skills Integration APIs Data Sync Troubleshooting Basic Scripting Reading Sync Logs Soft Skills Strong Written Communication Strong Verbal Communication High Degree of Autonomy Ownership Industry Keywords Payments Infrastructure Financial Terminology Customer Success Support Metrics Technical Setup Tools & Technologies Pylon Zendesk Claude Code #J-18808-Ljbffr