Level 2 Technical Support Engineer

Level 2 Technical Support Engineer

About Zentist:
Zentist is revolutionizing Dental Revenue Cycle Management (RCM) with cutting-edge AI-driven
solutions that enhance efficiency, accuracy, and scalability. We empower Dental Service
Organizations (DSOs) and dental practices to streamline payment posting, improve cash flow,
and optimize operations through automation. Join us on our mission to redefine the future of
dental RCM!

Position overview:
The Level 2 Technical Support Engineer is responsible for providing advanced technical
assistance to customers, addressing complex product-related issues, and ensuring timely and
effective resolution in accordance with company standards. The role requires strong technical
and analytical skills, clear communication, and close collaboration with internal teams including
Level 3 Support, Product Development, and Account Management.

Key responsibilities:
● Provide advanced technical support and resolve complex product issues.
● Troubleshoot, identify root causes, and implement effective solutions.
● Escalate and coordinate with Level 3 Support and Development teams when needed.
● Communicate case updates and technical details to the issue reporters.
● Meet defined Support KPIs and performance targets based.
● Identify recurring issues and suggest improvements to products or processes.
● Contribute to knowledge sharing and support team development.