Tier 2 Technical Support Engineer

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.