Technical Support Specialist Job Atlanta area,Georgia USA,IT/Tech

Own the daily support queue and handle incoming tickets end to end
Correspond with dental office and DSO customers via email, chat, and phone
Triage, prioritize, and resolve billing, payment, and integration issues
Diagnose root causes of integration sync failures across practice management and payment partners
Work with engineering to build internal tooling and processes that reduce recurring integration issues
Serve as the go-to technical resource for Sales and Customer Success
Translate technical and integration issues into plain language
Partner with Customer Success and Sales throughout the customer lifecycle
Assist with technical setup of integrations and payments for new accounts
Troubleshoot setup issues and elevate when needed
Use AI tools including Claude Code to accelerate diagnosis, automate repetitive workflows, and draft engineering tickets
Contribute to AI-enabled support practices
Meet support metrics including response time, resolution time, CSAT, escalation accuracy, and queue health

Requirements

2–5 years of experience supporting technical B2B SaaS products
Daily ownership of a support queue
Direct exposure to integrations, APIs, or data sync troubleshooting
Comfortable serving as the primary point of contact across email, chat, and phone
Comfort working at the integration and data layer
Ability to read sync logs
Basic scripting to resolve known issues
Experience with support platforms such as Pylon, Zendesk, or similar
Track record of improving support operations
Strong written and verbal communication skills
High degree of autonomy and ownership
Familiarity with payments infrastructure and financial/accounting terminology is a plus
Based in Atlanta with periodic travel to Santa Barbara

Core Competencies

Demonstrates expertise in technical support for B2B SaaS products, with a focus on integration troubleshooting, customer communication, and operational improvement. Proficient in using support platforms and AI tools to enhance service delivery and efficiency.

Highest-signal resume keywords

Technical Support for B2B SaaS Products
Integration Troubleshooting
Customer Communication
Support Platform Experience
AI Tool Utilization

ATS Optimization Keywords Hard Skills

Integration
APIs
Data Sync Troubleshooting
Basic Scripting
Reading Sync Logs

Soft Skills

Strong Written Communication
Strong Verbal Communication
High Degree of Autonomy
Ownership

Industry Keywords

Payments Infrastructure
Financial Terminology
Customer Success
Support Metrics
Technical Setup

Tools & Technologies

Pylon
Zendesk
Claude Code