Software Support Specialist Lead

Software Support Specialist Lead page is loaded## Software Support Specialist Lead remote type:
In-Person locations:
Oregon - Newberg Campus time type:
Full time posted on:
Posted Todayjob requisition :
JR101841

At A-dec, we do more than create the highest quality products and services for the dental industry; we strive to deliver a superior employment experience for each of our team members. With an environment that encourages and assists each person in developing to their highest potential, a career at A-dec is incredibly rewarding.## Overview The Software Support Specialist Lead (SSS Lead) leads an software support team that provides advanced technical support for A-dec’s growing portfolio of software products.

The SSS Lead will act as a player-coach and will guide, mentor, and lead the team while also serving as a subject matter expert on software functionality and troubleshooting. This role requires a results-driven, detail-oriented, and customer-focused individual who can effectively collaborate with leaders across A-dec.
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* JOB DUTIES AND RESPONSIBILITIES:

*** Leads, mentors, and trains a team of SSS, fostering a high-performance, customer-focused culture.
* Serves as the main point of escalation for complex and high-priority software support incidents, providing guidance and expertise to resolve them.
* Support registration and white glove onboarding for new software users.
* Develops and implements strategies to improve the efficiency of software support operations, such as response times and customer satisfaction metrics.
* Leads demo support for sales and training teams.
* Leads new release support activities including training of internal teams, testing & awareness, and sales communication.
* Acts as a liaison between product teams and customers to ensure feedback is captured and acted upon.
* Maintains and updates Knowledge Base content, decision trees, and error‑message guides; ensure accuracy before and after software releases.
* Educates dealer partners and internal teams to raise software Installation Qualification (IQ) across the organization
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* QUALIFICATIONS:

**** Knowledge, Skills, and Abilities
*** Exhibits advanced verbal and written communication skills to effectively interact with customers, team members, and leadership; ability to explain technical concepts to non‑technical users.
* Expert understanding of network technologies, protocols (HTTP/S, MQTT), RESTful APIs, and tools (Bruno, Postman) for diagnosing connectivity issues between web & mobile applications and cloud-based services.
* Expertise with the iOS and Android platforms and an understanding of how they differ in functionality and user experience.
* Expert knowledge in verifying and configuring wireless network settings, such as SSIDs, security types (WPA2, WPA3), and DHCP settings.
* Expert analytical and problem‑solving skills with attention to detail.
* Highly proficient with common operating systems such as Linux, macOS, and Windows.
* Proficient in utilizing available resources to resolve issues.
* Familiarity with CRM systems, ticketing platforms, and remote support tools.
* Collaborative team player with a positive attitude.
* Ability to manage multiple priorities and meet deadlines in a fast‑paced environment.
** Education and Experience
*** 5+ years in technical or software support, preferably in a Tier 2 capacity.
* 2+ years of experience in an informal leadership role, such as mentoring, training, or project management.
* Training or certification in software QA.
* Experience supporting SaaS platforms or cloud-based applications.
* Experience using Python and Type Script to interact with APIs.
* Experience working in a cross-functional environment with product, sales, and training teams.
* Training or certification in IT support is desired.
* Background in dental or medical device software is a plus.
* Experience supporting IoT systems where MQTT is used for device-to-cloud and cloud-to-device communications is a plus.
* Coursework towards an associate or bachelor’s degree in a technical field like computer science, information technology, or related technical field is desired, and can be used as an offset for some of the required…