Technical Support Specialist

📋 Description

• • Pearlyplan Inc. is revolutionizing dental billing and payments, empowering thousands of dental offices nationwide, including Dental Support Organizations (DSOs), large dental groups, and independent practices. Our core mission is to significantly reduce the administrative burden on dental practices, enabling them to get paid faster and more efficiently, while simultaneously providing patients with a transparent, modern, and user-friendly experience for understanding and managing their dental care expenses from initial consultation through post-treatment.
• • As a growth-stage company that has achieved strong product-market fit and serves over 2,500 dental offices, we are powered by a dedicated, high-caliber team that operates with agility and a commitment to building solutions the right way. To support our continued expansion, we are seeking a highly motivated Technical Support Engineer to take comprehensive ownership of the customer support experience. This role involves managing day-to-day support operations, performing in-depth technical troubleshooting, and thriving within a dynamic small-team environment where flexibility and a strong sense of ownership are paramount.
• • This opportunity is ideal for an individual who demonstrates initiative, operates with the highest level of integrity, possesses a strong bias for action, and is genuinely energized by both assisting customers and delving into complex problems to uncover root causes. If you are seeking an environment where the operational playbook is actively being developed and your contributions have a tangible, direct impact on the company's success, this role is an excellent fit.
• • What You'll Own:
• • Support Queue & Customer Experience:
• • Serve as a primary owner of the customer support queue, collaborating with fellow team members to manage the full spectrum of incoming support tickets and escalations with exceptional speed, accuracy, and empathy.
• • Deliver communication that is not only clear and concise but also deeply empathetic, ensuring that the support experience feels seamless and effortless for our dental office and DSO customers.
• • Effectively triage, prioritize, and resolve a wide array of issues spanning billing, payment processing, and system integration challenges.
• • Technical Escalations & Integration Management:
• • Conduct thorough root cause analysis for synchronization failures occurring across Pearly's integrated practice management systems and payment partners.
• • Execute predefined scripts to resolve known synchronization issues, meticulously triage the sources of failures, and manage associated tickets both internally and in collaboration with third-party vendors.
• • Collaborate closely with the engineering team over time to develop and implement internal tooling and streamlined processes designed to minimize recurring integration issues, thereby shifting the team's focus from reactive problem-solving to proactive prevention.
• • Onboarding & Implementation Support:
• • Provide crucial assistance during the selection, implementation, and ongoing maintenance phases of Pearly's customer support platform.
• • Establish and diligently track key performance metrics to measure and continuously improve support response times, the quality of issue resolution, and overall customer satisfaction.
• • Develop and maintain comprehensive internal and external documentation, including a robust knowledge base, to enhance team capabilities and empower customers with effective self-service support options.
• • Support Platform & Process Building:
• • Contribute to the technical setup of integrations and payment configurations for newly acquired customer accounts.
• • Ensure that all configurations are smooth, accurate, and completed from the initial setup, proactively troubleshooting any configuration-related issues and escalating complex problems as necessary.
• • AI Tooling & Engineering Collaboration:
• • Leverage advanced AI tools, such as Claude Code, to accelerate the diagnostic process, automate repetitive workflows, and draft high-quality, detailed engineering tickets that can be processed efficiently.
• • Actively contribute to fostering a culture of AI-enabled support within the team, positioning this role at the forefront of effectively applying new technological tools to enhance support operations.