Technical Support Specialist

Job description

**THE ROLE** Pearly is modernizing dental billing and payments for thousands of dental offices across the country (DSOs, dental groups, and independent practices). We're on a mission to help dental practices save time and get paid faster, while giving patients a transparent, modern, and convenient way to understand and pay for dental care from pre-visit through post-visit. We're a growth-stage company with a strong product-market fit serving over 3,000 offices and a small, high-caliber team that moves fast and builds things the right way. As we scale, we're looking for a Technical Support Specialist who will co-own our support queue every day, not just step in for escalations. You'll be a resource for dental office and DSO customers across email, chat, and phone, handling everything from routine questions to deep technical troubleshooting. You'll also be the technical resource the rest of the org leans on when a customer question goes beyond what Sales or CS can answer on their own. This is a role for someone who takes ownership, acts with high integrity, moves fast, and is energized by both helping customers and solving the harder problems underneath the surface. If you're looking for a place where the playbook is still being written and your work has direct impact, this is it. **WHAT YOU'LL OWN** **Daily Support Queue & Customer Correspondence** - Own the support queue as a daily responsibility, not only for escalations: handling the full range of incoming tickets end to end alongside your teammates. - Correspond directly with customers every day across email, chat, and phone; delivering clear, empathetic communication that makes the experience feel effortless for dental office and DSO customers. - Triage, prioritize, and resolve issues across billing, payments, and integration topics. **Technical Escalations & Integration Management** - Diagnose root cause of integration sync failures across Pearly's practice management and payment partners. - Work with engineering over time to build internal tooling and processes that reduce recurring integration issues, moving the team from reactive to proactive. **Internal Technical Resource** - Serve as the go-to technical resource for Sales and CS when a customer's question goes beyond what they're equipped to answer. - Translate technical and integration issues into plain language for internal teams and customers alike. - Partner with CS and Sales so technical context isn't lost as accounts move through the customer lifecycle. **Support Platform & Process Building** - Assist with technical setup of integrations and payments for new accounts. - Ensure smooth, accurate configurations from day one, troubleshooting any setup issues and escalating when needed. **AI Tooling & Engineering Collaboration** - Use AI tools including Claude Code to accelerate diagnosis, automate repetitive workflows, and draft high-quality engineering tickets that move fast through the queue. - Contribute to a culture of AI-enabled support. We expect this role to be at the forefront of applying new tools effectively. **KEY SUCCESS METRICS** This role will be measured against the following: - **First Response Time:** Respond to new tickets within 3 business hours, with same-day acknowledgment across all channels. - **Resolution Time:** Resolve standard tickets within 1 business days; resolve complex technical or integration issues within 4 business days. - **Customer Satisfaction (CSAT):** Maintain a CSAT score of 90% or higher across resolved tickets. - **Escalation Accuracy:** Keep escalations bounced back by Sales or CS for missing context under 5%. - **Queue Health:** Keep the open ticket backlog at or below 1.5x average daily ticket volume and ensure no ticket goes more than 4 business days without a customer-visible update. **WHAT YOU BRING** - Hungry and Professional. You're energized by solving customer problems, comfortable jumping on the phone, and just as motivated by the process of finding a solution as by resolving it. - 2–5 years of experience supporting technical B2B SaaS products, with daily ownership of a support queue and direct exposure to integrations, APIs, or data sync troubleshooting. - Comfortable being the primary point of contact across email, chat, and phone — not just handling escalations that get passed to you. - Comfort working at the integration and data layer (full engineering experience not required) — reading sync logs, basic scripting to resolve known issues. - Experience with support platforms (Pylon, Zendesk, or similar) and a track record of improving support operations, not just executing within them. - Strong written and verbal communication skills. Clear, concise, and customer-friendly communication across tickets, documentation, and internal write-ups. - Willing to roll up your sleeves. You will operate with a high degree of autonomy and take ownership of the support queue. - Familiarity with payments infrastructure and financial/accounting terminology is a plus. - Based in Atlanta with periodic travel to Santa Barbara.