Migration Technical Customer Support Specialist

Migration Technical Customer Support Specialist Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated. Archy is a vertical SaaS solution that is revolutionizing the dental practice management space, giving dental providers cutting-edge software that allows them to do what they do best (be dentists!) while we handle the more technical sides of running their practice business. Job Description: Archy is seeking a Migration Technical Customer Support Specialist to join our Customer Experience team. In this role, you will partner with Onboarding Managers to troubleshoot complex technical hurdles and ensure a seamless data migration process for our customers. You will play a pivotal role in ensuring each dental practice can successfully transition to Archy software, escalating known issues, and providing bespoke technical support. Note, due to the client-facing nature of this remote role, your required working hours will be 11 am - 8 pm PT, Monday through Friday. Job Responsibilities: - Manage Data Migrations: Oversee the end-to-end migration process for 60–100 practices monthly, ensuring server access and data integrity at key onboarding milestones. - Execute Backups & Mapping: Coordinate with local practices to secure initial and final server backups across various Practice Management Systems (PMS), utilizing Virtual Machines (VMs) to ensure accurate data mapping. - Technical Investigations: Use PowerShell for templated scripting and bug investigation, comparing extracted data to identify and resolve migration discrepancies. - System Integrations: Manage phone system transitions (DNS support, Twilio campaigns, and vendor integrations), acting as the technical bridge between practices and preferred vendors. - Escalate & Collaborate: Identify and escalate complex or convoluted imaging and migration bugs to the Engineering and Product teams, providing detailed documentation on trends. - Knowledge Building: Identify gaps in internal and external training resources and create documentation to streamline future implementations. - Troubleshoot Imaging & Hardware: Be available for scheduled Sensor support issues during part of a customer’s onboarding process. Job Requirements: - 3+ Years of Technical Support: Experience in a SaaS environment is preferred, but we highly value "hands-on" technical problem-solving backgrounds (e.g., Apple Genius Bar, Geek Squad, or Tier 2/3 Help Desk). - Technical Toolkit: Proficiency with AnyDesk (or similar remote desktop tools), Virtual Machines (VMs), and basic PowerShell scripting. - Industry Familiarity: Exposure to dental imaging software and hardware (e.g., Carestream, Dexis, Jazz, Digidoc, Nanopix) is a significant plus. - Project Management: The ability to manage multiple competing deadlines and high-volume workloads without losing sight of the details. - Problem-Solving Mindset: A creative approach to technical hurdles, with the ability to find "outside the box" solutions for unique hardware configurations. - Communication Excellence: Exceptional verbal and written skills, with a knack for fostering positive relationships and getting to the root of a customer's frustration. - Operational Discipline: A strong sense of accountability and the organizational skills required to manage a high volume of tasks independently. What We Offer: - Competitive salary and equity (some roles may be eligible for performance-based incentives or bonuses) - Health, dental, and vision insurance - 401(k) plan - Flexible vacation policy - Remote-friendly culture