Dental Intelligence

Support Engineer

• Lead Tier 3 Support and Support Engineering teams
• Provide real-time product expertise and resolve issues escalated beyond front-line support tiers
• Investigate technical defects, reproduce and triage bugs, and partner with Engineering to resolve them
• Lead, coach, and develop managers and specialists, including hiring, performance management, and career development
• Build role expectations, skill ladders, and promotion paths from Tier 1 and Tier 2 into Tier 3 and Support Engineering
• Own the escalation path from Tier 2 handoff through Tier 3 resolution and into Engineering
• Partner with Tier 1 leadership to ensure escalations contain the right issues and information
• Own resolution of high-stakes issues for Enterprise/DSO and at-risk accounts
• Establish and manage on-call coverage for critical issues
• Own the bug lifecycle from triage and reproduction through Jira handoff, follow-through, and customer communication
• Partner with Engineering and Product to prioritize bugs based on customer impact
• Lead support for practice management system integrations, payments, telephony, and AI voice
• Lead Support's side of P0/P1 incidents, including triage, internal coordination, customer communication, and postincident review
• Partner with Product and Engineering on go-live readiness
• Turn escalation and bug data into prioritized insights for Product and Engineering
• Partner with Learning & Development and Tier 1 leadership to push knowledge down support tiers
• Use AI and automation, including Intercom Fin, to reduce escalation volume and speed diagnosis
• Own and report on escalation metrics including escalation rate, time to resolution, escalation and bug aging, reopen rate, and CSAT on escalated cases
• Report to the VP of Customer Support and work alongside the Director of Tier 1 Support Operations
• Lead managers and specialists within an approximately 60-person international support organization

Explore Director of Tier 3 Support Engineering at Dental Intelligence. Review requirements and application details.