Technical Support Operations Specialist

We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more.  If the profile below sounds like you - let’s talk! 
 

Position Overview: 

The Technical Support Operations Specialist plays a crucial role in maintaining and optimizing the technical support infrastructure. This role is responsible for managing Intercom workflows, API integrations, and troubleshooting technical issues related to support systems. The specialist will also collaborate cross-functionally with product, development, and support teams to ensure seamless operations and improve the user experience. This is a highly technical position requiring hands-on experience with APIs, workflow automation, and support tools, along with strong communication and problem-solving skills. 

 Roles and Responsibilities 

Technical Systems Management 

• Oversee and maintain Intercom workflows, ensuring smooth functionality and user experience. 
• Troubleshoot and manage API integrations, including assessing and resolving failures in Slack channels and other connected systems. 
• Optimize automated data collection workflows and user attributes within Intercom. 
• Ensure seamless execution of online customer forms and related processes, including cancellation requests and phone number porting. 

Support Optimization and Cross-Functional Collaboration 

• Collaborate with the support team to address workflow, queue routing, and in-product AI issues. 
• Lead key support projects, including conversation routing enhancements with Director of Support. 
• Work with product and development teams to solve technical challenges, particularly related to in-product AI. 
• Track and report on support system issues and progress to key stakeholders. 

Tool and Workflow Administration 

• Manage and automate Jira Support board workflows. 
• Handle internal support cases (ISCs) in all relevant systems – including Salesforce (SFDC). 
• Attend quarterly product webinars and QBRs with Intercom CSM to stay updated on new features. 
• Generate periodic reports to provide insights into support performance and system health. 

Vendor and Software Management 

• Monitor and implement new releases and vendor updates to keep workflows and systems current. 
• Manage new software implementations, such as Assembled for BPO management, and transition ownership when necessary. 
• Serve as the primary point of contact for technical support-related vendor interactions. 

Incident Management and Escalations 

• Serve as the operations escalation point for critical technical issues, ensuring swift resolution in collaboration with management. 
• Assist in diagnosing and resolving engagement vs. analytics discrepancies on an as-needed basis. 

Meetings and Communication 

• Conduct weekly 1:1 meetings with Director of Support to review progress and address challenges. 
• Participate in weekly Support leadership meetings and monthly product webinars. 
• Contribute to company-wide support discussions during weekly Town Hall meetings. 

Ongoing Maintenance and Process Improvement 

• Perform regular maintenance on technical support tools and handle ad-hoc system updates. 
• Manage changes in Assembled tool to reflect team structure updates. 
• Identify opportunities to improve efficiency and automation across support workflows. 

Distinct Responsibilities from the Current Team 

• Holistic Oversight: Unlike other team members focused on specific tasks, this role provides a comprehensive view of support system operations. 
• Strategic Focus: Responsible for driving efficiency improvements across the support tech stack rather than solely addressing immediate issues. 
• Cross-Departmental Impact: Acts as the main liaison for technical support needs across various teams. 
• Incident Ownership: Serves as the key point of contact for critical outages and escalations. 

What you’ll need to get the job done: 

• 2+ years of experience in technical support, system administration, or a related field. 
• Expertise in Intercom, including workflow management and integrations. 
• Strong proficiency with APIs, custom actions, and troubleshooting integration issues. 
• Knowledge of coding languages (e.g., JavaScript, Python) for debugging and minor development tasks. 
• Experience working with cross-functional teams in product, development, and support. 
• Ability to handle urgent, high-priority issues effectively. 
• Strong problem-solving skills and a proactive, solution-oriented approach. 
• Experience managing support tools like Jira, Salesforce (SFDC), and other support management platforms. 

• Experience with Zoom phone administration and workforce management software. 
• Familiarity with BPO (partner) management tools and best practices. 
• Understanding of customer success metrics and strategies for optimizing support operations. 

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
• Company sponsored Life, Disability & AD&D 
• Mental Health support programs
• Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
• Tuition Reimbursement program
• Flexible work location: remote or hybrid, if local to Pleasant Grove, UT