SW Technical Support Representative

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We are looking for a Tier 2 Technical Support representative to join our rapidly expanding Customer Success team. This position will impact the growth of our business and support our ambitious goals for 2026 and beyond. The Tier 2 Technical Support Representative will provide technical and problem resolution to end‑users (customers) by performing a question diagnosis while guiding users through step‑by‑step solutions.

Only candidates located within the Raleigh‑Durham, NC area will be considered.

• Collaborate with peers, team leads, engineers, and third‑party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution.
• Follow up with customers in a timely manner to ensure accurate resolution of their technical issues.
• Document problems, diagnostics, interactions, next steps, and solutions implementation in our Hub Spot CRM tool.
• Expertly respond to telephone calls, chats, tickets, and email requests for technical support to deliver industry‑leading customer service.
• Consistently follow Standard Operating Processes and Procedures, Knowledge Base Articles to identify, resolve, and escalate issues in an organized, effective manner.
• Take ownership of issues and demonstrate professionalism and control.
• Provide an extraordinary customer service experience.
• Demonstrate expert knowledge to customers through application and platform training sessions over webinars, in‑person events (office visits or trade shows), and through content creation.
• Maintain and support our Knowledge Bases, both external and internal.

• Associate’s degree (2‑year college) or Bachelor’s degree (4‑year university).
• 2+ years of experience in technical support or a related field.
• Exceptional written and verbal communication skills, with proven experience interacting with a range of personalities and styles.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Ability to quickly learn new systems, processes, and procedures, and grasp technical concepts.
• Passion for learning and demonstrable intellectual curiosity.
• Ability to manage competing demands, multiple priorities, while remaining adaptable and flexible.
• Strong communication & interpersonal skills.
• Leadership & initiative.
• Collaboration & teamwork.
• Analytical & problem‑solving proficiency.
• Integrity & enthusiastic attitude.
• Professional demeanor.

• Experience working with Medical Devices or Medical Software is a plus.
• Proficient in medical and/or dental terminologies is a plus.
• General technical knowledge and proficiency is plus.

• Health, Dental, and Vision care for you and your family.
• 401(k) savings plan with employer matching.
• Generous PTO leave and paid holidays.
• Casual work culture.
• Gym stipend.
• Employee Assistance Plan.
• Team bonding activities and more!

The expected pay range for this position is $56,160 - $58,240 per year, DOE.

Osteoid is an Equal Employment Opportunity employer. We do not offer H1B Sponsorship at this time. Local candidates preferred.