Job description

About Pearl AI

Pearl is shaping the future of AI in dentistry, empowering dental professionals with cutting-edge diagnostic and business intelligence solutions. Our technology is transforming the industry, improving patient outcomes, and enhancing practice efficiency. We are looking for a highly motivated Tier 2 Technical Support Engineer to join our team and provide advanced technical support for our growing customer base.

About the Role

As a Tier 2 Technical Support Engineer, you will play a critical role in ensuring customer success by diagnosing complex technical issues, working closely with internal teams, and delivering high-quality support. You will be responsible for troubleshooting software problems, resolving escalated customer inquiries, and collaborating with our engineering, product, and customer success teams to drive continuous improvements.

Responsibilities

Respond to customer inquiries in a timely and professional manner via email, phone, or support tickets.
Troubleshoot and resolve software-related issues, escalating to Tier 3 or engineering teams when necessary.
Provide technical guidance to customers on software functionality, integrations, and system configurations.
Work closely with Pearl management, partners, and distributors to facilitate technical support for strategic accounts.
Monitor and analyze support trends, providing insights to the Customer Success and Product teams to improve product performance and user experience.
Document troubleshooting procedures, common issues, and resolutions in internal knowledge bases.
Collaborate with the engineering team to test and validate fixes for reported issues.
Assist in creating and maintaining support documentation to enhance self-service options for customers.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
2+ years of experience in a technical support role, preferably supporting SaaS products.
Strong troubleshooting skills and ability to diagnose complex technical issues.
Experience working with support ticketing systems such as Jira, HubSpot, or similar platforms.
Proficiency in SQL for running queries and analyzing data.
Basic knowledge of APIs and ability to work with API documentation for troubleshooting.
Familiarity with AWS Console for navigating and troubleshooting cloud-based services.
Ability to read and understand code (Python, JavaScript, or similar languages) for debugging purposes.
Experience with scripting and automating tasks is a plus.
Excellent written and verbal communication skills in English.
Ability to work in a collaborative team environment, engaging with engineers, customer success managers, and sales teams.
Willingness to work flexible hours to accommodate customer needs.

Why Join Pearl AI?

Work with a fast-growing, innovative company at the forefront of AI in dentistry.
Collaborate with a team of passionate professionals dedicated to transforming the industry.
Competitive salary and benefits package.
Remote work flexibility.
Opportunities for professional growth and career advancement.

If you are a problem-solver who thrives in a dynamic environment and enjoys working with cutting-edge technology, we want to hear from you!

Apply now to join Pearl AI and help redefine the future of dental AI.

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