Software Support Specialist II

Software Support Specialist II page is loaded## Software Support Specialist IIremote type:
In-Person locations:
Oregon - Newberg Campus time type:
Full time posted on:
Posted Todayjob requisition :
JR101845

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 (SSS) II provides advanced technical support for A-dec’s growing portfolio of software products.

This role serves as a trusted partner to internal teams, dealer partners, and end users, ensuring accurate configuration, troubleshooting, and resolution of complex software issues while maintaining a strong focus on customer satisfaction with A-dec software solutions. The position serves as a subject matter expert for software functionality, release readiness and demonstrates a passion for customer success.
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* JOB DUTIES AND RESPONSIBILITIES:

*** Delivers responsive, multi‑channel technical support (phone, chat, email) for software products.
* Diagnoses and resolves complex SaaS and connectivity issues.
* Leads registration and white glove onboarding for new software users.
* Provides 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.
* 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.
* Proficient in utilizing available resources to resolve issues.
** Education and Experience
*** 5+ years in technical or software support, preferably in a Tier 2 capacity.
* Training or certification in software QA.
* Training or certification in IT support is desired.
* 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.
* Experience supporting IoT systems where MQTT is used for device-to-cloud and cloud-to-device communications is a plus.
* Background in dental or medical device software 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 years of experience.
** Disclaimer
* * This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not to be construed as a comprehensive inventory of all duties, responsibilities and qualifications required of…