Tier 2 Bug Specialist

About Us
We are the leading player in 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 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, schedules them, follows up, collects payments, files their forms, designs their treatment plans, and so much more. We are seeking an individual to join our Tier 2 Support Team to contribute to the success and growth of our organization. If the profile below sounds like you, let's talk!
What You'll Do
As a Bug Management Specialist, you will ensure the successful completion of advanced support tasks, escalate bugs and Tier 3 issues to the Engineering Team, and foster a positive team culture by providing expert technical guidance and mentorship to junior members. You will effectively manage bug queues and prioritize customer satisfaction by communicating SLAs, all while focusing on continuous improvement. 
Outcomes You'll Own

• Coordinate and manage customer bug tickets and support tasks from the Support team and other DI employees, ensuring that all customers and internal stakeholders receive updates once a ticket is accepted by the bug team or engineering at the customer's request, communicate resolutions, operating by design (OBD), and removed outcomes to both customers and internal teams. 
• Provide solutions or define clear next steps to ensure clients understand next stpes as we process their questions/changes and ensure clients know what to expect as their ticket progresses through our processes.
• Work collectively with others to introduce new methods, information, and training that would reduce the amount of bug tickets being created.
• Ensure the quality of bug tickets are to the requirements of Product and Engineering. 
• Work with Product, Engineering, and CS teams to build and maintain comprehensive internal and external knowledge bases.
• Complete PMS swaps and clinic separation tasks same day for Analytics and LocalMed.

What You Need To Get The Job Done

• HS Diploma or commensurate experience.
• 3+ years of Dental Intelligence experience/position specific experience.
• A strong understanding of all products, features, Dental Intelligence, and the dental industry as a whole.
• An attention to detail and a strong level of consistency with accuracy when documenting issues.
• The ability to multi-task and manage time effectively.
• Task driven with the ability to follow up with conversations across different platforms such as Jira, Intercom, and Slack.
• Exceptional communication and can explain issues and document complicated processes in a w ay that is well understood by Engineers, employees, and end users alike.
• The ability to follow written processes while also being able to develop solutions, in partnership with leadership, when no clear answer is present while maintaining the ability to apply concepts of one topic to another. 
• Payments and Insurance knowledge a plus. 

What You'll Love About Us 

• Flexible Time Off + 11 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 
• Remote working arrangement